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| Senior Director - Marketing Intelligence and Analytics | | | Ref. Number: | CRM11282 | | |
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| Personal Information |
| Personal Profile: | Accomplished senior-level manager with strategic business expertise across multiple sectors including Capital / Heavy Equipment, Consumer Durables, Telecom, and technology-related hardware/software.
Skilled customer-focused thought leader and coalition builder with international multicultural experience.
Decisive self-motivated leader, detail-oriented, comfortable managing multiple high profile projects.
Creative, dependable and enthusiastic customer advocate who recognizes that customers should be at the center of everything we say and do.
Open and honest team builder with a management style that respects people, demands financial performance and ethical conduct, and takes appropriate risks based on factual data.
Dedicated quality and customer champion driving cultural change through business intelligence, market research, and customer insights.
Computer literate, with hands-on experience with enterprise systems, contact management systems, virtual private networks, web content management, e-Commerce, and PC-based Windows XP/NT.
Excellent written, verbal and interpersonal communicator and presenter skilled in creating effective presentations and reports for all levels of Management.
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| Current Position |
| Current Job Title: | Senior Director - Marketing Intelligence and Analytics |
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| Current Location: | Wisconsin, United States |
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| Current Salary: | >100,000 $ |
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| Preferred Position |
| Preferred Job: | Director/VP Customer Satisfaction/Care |
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| Preferred Salary: | >100,000 $ |
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| English (American) | Excellent |
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| Education | Master of Business Administration (MBA)
Keller Graduate School, DeVry University (1992)
Bachelor of Science (BS) - Admin of Justice (Pre-Law)
Southern Illinois University - Carbondale (1977) | |
| Working Experience | Senior Director - Marketing Intelligence and Analytics, CNH Global NV, Racine, WI (2003-2006)
Led team to re-design the global customer satisfaction survey process to integrate global branding with tactical action planning, including process development, RFP, vendor selection, global implementation.
Implemented and directed a new front-end voice of the customer process (Customer Driven Product Definition) as a key element of the global multi-brand product development process.
Developed and implemented a global business intelligence process that incorporated market research, competitive information, sales history, macro-economics, and industry statistics into a central knowledge center for use in strategic and tactical planning.
Consolidated fragmented research operations to create a new Global Research Department to coordinate market research across business units and regions in a complex matrix environment, resulting in efficiencies of over $1 Million in first year.
Based on dealer and customer survey feedback, led project to launch and market a web-based used equipment listing service for dealerships that received the 2004 CEO Circle of Excellence Award.
Introduced external benchmarking as a means of identifying industry best practices.
Senior Director - Customer Loyalty, CNH Global NV, Lake Forest, IL (2000-2003)
Internal consultant and advisor to the CEO in the role of “chief customer advocate”, chairman of Global Research Steering Committee, and participant on Corporate Quality Council.
Led the post-merger consolidation of global Case and New Holland customer relationship management (CRM) processes, resulting in synergies of over $3 Million.
Developed and implemented an international multi-brand Customer Response Center in London UK, including supplier and site selection, systems interfaces, selection criteria and training for customer service agents, and the design of key metrics and quality assurance systems.
Led cross-functional team that developed and implemented a global relational database which now contains demographic and psychographic profiles of 1.2 million customers and prospects world-wide to be used for direct marketing and customer relationship management.
Manager/Director - Global Customer Satisfaction, New Holland NV, London, UK (1996-2000)
As a key member of Chief Marketing Officer’s staff, designed, implemented and directed global processes focusing on retail customers from green field to completion, including customer care, customer loyalty, and customer database management.
Identified and tracked key performance indicators, developed continuous improvement plans, and led project teams to close performance gaps.
Developed and deployed a tactical world-wide, closed-loop customer satisfaction measurement and improvement process with a sophisticated survey system and customer database.
Designed and implemented a domestic multi-media customer response center for retail customer contact management in Toronto, ON. Resulted in 30% decrease in litigation during the first year.
U.S. National Service Manager, Motorola Cellular Subscriber Group, Libertyville, IL (1989-1996)
Directed all service elements including field service, technical training, technical support, warranty administration, factory repair, service parts distribution, customer service, service marketing, and service quality metrics/analytics. Five direct and 160+ indirect reports.
Led quality improvement initiative to pioneer the “triage” concept for electronic repair that resulted in an 80% reduction in repair cycle time and the total elimination of service center backlog. Silver Medal winner in 1992 Motorola TCS Competition.
Developed and implemented the Express Exchange 10-minute customer service program for U.S. retail outlets and warranty service centers, supported by an out-sourced re-manufacturing operation, which resulted in a 30% reduction in warranty cost per unit in one year.
Led project to consolidate multiple department-specific call centers into a single 75-seat customer response center, resulting in 25% improvement in customer satisfaction ratings and reduced warranty costs. Silver Medal winner in 1994 Motorola TCS Competition.
Product Operations Manager, Ameritech Mobile Communications, Schaumburg, IL (1985-1989)
Played key operations role in product management, distribution, and sales administration.
Set up and managed a wholesale equipment distribution channel that generated $25 Million in revenue annually and added $2 Million per year to the Company’s bottom line.
Developed and implemented a back-room organization to support direct sales to corporate and national accounts, including installations, scheduling, billing, and accessory sales.
Negotiated high-value supply contracts and service level agreements with vendors.
Managed three direct and 20+ indirect reports.
ADDITIONAL EXPERIENCE
President and Chief Executive Officer, Art’s Way Manufacturing, Armstrong, IA (2006)
Flattened and re-aligned organization for improved accountability.
Re-launched stalled 5-S and LEAN manufacturing initiatives at all three plants.
Initiated plant capital improvement program.
Established quality and warranty cost controls.
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| Other Skills | AREAS OF EXPERTISE
CUSTOMER SATISFACTION
Voice of the Customer
Survey Design
Analytics and Reporting
Root-cause Analysis
Strategic Initiatives
Customer Segmentation
Retention/Win-back Plans
CUSTOMER RELATIONS
Customer Care
Call Center Management
Contact Mgt Systems
Order Management
e-Commerce
Service Quality and Metrics
Conflict Resolution
GENERAL MANAGEMENT
Strategic Marketing
Process Improvement
Project Management
Vendor Negotiation
Team Building / Leadership
Six Sigma, TQM, CRM
Performance Management
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