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Vice President Client Success And Analytics Resume

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PROFILE:

  • An accomplished automotive industry executive with over 20 years’ experience within the Confidential.
  • Consulted with Senior Confidential executives around the world on strategic business issues involving pricing, marketing, business partnerships, and market opportunity assessments
  • A proven track record of providing strong leadership, strategic planning, analytics and driving results.

EXPERIENCE:

Vice President Client Success and Analytics

Confidential

Responsibilities:

  • 40 personnel consisting of Data Scientists, Reporting Analysts and Client Support Levels I, II, III, problem management, support staff and supervisors
  • Introduced a BI Solution to provide insights to our dealerships, OEM partners and other Dealer - FX departments
  • Developed a DNA profile of dealers to drive an increase system adoption and ROI when using the Dealer-FX platform
  • Developed a defection prediction algorithm using machine learning with a prediction capability of 73% (with a continuous learning activity to collect data and increase prediction accuracy)
  • Implemented a curriculum and internally developed meta data diagnostic tool for support analysts resulting in FCR statistic to increase to 70%

Senior Manager: Corporate Planning, Market Intelligence, Business development

Confidential

Responsibilities:

  • Leadership of the Market Intelligence function which is accountable for the identification of product positioning, Brand strategy, advertising and loyalty improvement strategies across eighteen (18) model lineups in five (5) unique sales regions across Canada.
  • Leadership of the Customer Retention Management (CRM) function which is accountable for development of strategies to manage and analyze customer interactions throughout the customer lifecycle, with the goal of improving business relationships with customers and driving improvement in retention.
  • Responsible for directing the activities of the Customer Service, Telemarketing/Lead Generation and Appointment Setting Departments for Confidential .
  • Duties include; meeting/exceeding sales goals, ensuring customer care delivery metrics, staff recruiting, new hire/refresher, performance reviews, payroll, budget and monitoring the line management.
  • Developed and received approval of a business case for introduction of a Canadian specific new model to address a gap in the Canadian market
  • Improved advertising performance to achieve consistent in market performance at above normative levels (introduction of an advertising validation process including qualitative and quantitative testing)

General Manager Corporate Planning

Confidential

Responsibilities:

  • Responsibilities for coordinating Confidential South Africa’s Corporate Strategy, developing and analyzing strategic growth initiatives, overseeing the annual long-range strategic planning process, establishing longer term business objectives, assisting and expanding capacity and optimizing profit contribution from existing business units and channels as well as exploring new opportunities.
  • Leadership of the Strategic Program Management office (SPMO) function which is accountable for the implementation of strategic breakthrough initiatives identified during the annual Mid-Term planning cycle.
  • Leadership of the Overseas Program Directors (OPD) function which is accountable for product profitability, program management of new product introduction and optimization of product profitability throughout the product lifecycle.
  • Leadership of the Product Economic Control (PEC) function which is accountable for product costing and management of cost variances versus business plan and new model introduction.
  • Developed a successful bid for a new platform to be built in SA to assure long term sustainability of our manufacturing operations.
  • Introduction of the Confidential Europe Inbound and Outbound logistics business processes and systems with financial process integration into SAP FI/CO.
  • Lead the General and Admin cost reduction of <30% to support the economic slowdown

CIO Chief Information Officer

Confidential

Responsibilities:

  • Created a more responsive customer driven organization
  • 99.9% manufacturing critical system uptime
  • Replacement of the shop floor control systems with 0% downtime
  • System stabilization of a wall to wall ERP introduction (SAP)
  • Reduced the base budget by 40% through cost portfolio analysis (assessing cost, risk and criticality to production and sales).

Senior Manager Business Improvement

Confidential

Responsibilities:

  • Manage senior teams to drive continuous improvement initiatives that directly impact business EBIT and cultural change.
  • Responsible for major and complex assignments with long-term business implications and execution strategy.
  • Provide leadership in future strategy, execution, and deployment of financially sound business plans while ensuring alignment to our corporate objectives. analytics and market intelligence master black belt advanced project management advanced customer experience leadership role in multiple organizations

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