Customer Experience Expert Consultant

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Summary

This Customer Experience Expert Consultant is a leader with 20 years of experience in Digital Transformation, e-commerce, Engineering, and Product Management. He is an executive with a consistent record of defining strategy, translating strategy into actionable and measurable projects, and leading the cross-functional team to deliver results. This Customer Experience Expert Consultant has experience in identifying innovative growth opportunities and successfully launching numerous new initiatives/pilots. He is a data-driven decision-maker with a demonstrated ability to lead, recruit, grow, and retain high-caliber teams at scale. This Customer Experience Expert Consultant is a critical thinker with the ability to execute and a commitment to excellence.

With strengths in analytics and strong problem-solving skills, he effectively partners with technical, marketing, and operations teams across the company to help diagnose and solve issues. A motivated and engaging leader, this Customer Experience Expert Consultant enjoys mentoring and coaching team members and empowering them to not only improve their performance but also embrace a culture of continuous improvement.

Highlights

• Product Management
• E-commerce and Marketplaces
• P&L Accountability
• Engineering Management
• Go To Market Strategy
• Digital Marketing/SEO/SEM
• Customer Experience
• Analytics/Artificial Intelligence
• Strategic Partnerships

Relevant Accomplishments

• Chief Product Officer for a major retailers e-commerce and marketplace. Created a new org structure and recruited a brand-new team to execute a multiyear roadmap to redesign the eCommerce platform and improve conversion. Established overall vision and strategy for the group and launched many consumer-facing initiatives to improve product findability – redesign product category templates, search improvements, product recommendation, and personalization – and enhance the customer experience – new promotional platform, standardizing shipping policies and new post transaction platform to process multi-channel fulfillment, returns, and exchanges. Delivered a measurable improvement of 31% growth in year over year sales.
• Launched a brand new eCommerce marketplace platform for a different retailer generating multimillion-dollar incremental revenue in the first fiscal year and exceeding project targets.
• Led the cross-functional team to diagnose a decline in traffic and implemented a new content creation platform to improve SEO and SEM including user-generated content. Established multi-platform customer tracking to improve conversion and accuracy in sales attribution.

• Managed a multi-million-dollar marketing budget. Re-architected the logic for PLA Data feeds and increase the ROAS by more than 70% on the same dollar spent.
• Led the design and launch of new products to test new markets including product planning, UX/UI design, and engineering roadmap.  Co-lead the execution to bring new inventory to the eBay platform; Two pilots were scaled nationally; generating more than $100M of incremental sales.
• Optimized and launched eBay sitewide initiatives like “Fast-n-Free”, buy online and pick up at partner store, and eBay return center which contributed more than one billion dollars of annual incremental sales.
• Executed a turnaround strategy to achieve a positive cash flow of HealthVault in two years. Spearheaded the HealthVault engineering and product team to identify and evaluate M&A, divestiture or joint venture opportunities. Led the engineering team in prioritizing features and optimizing operation for the SaaS platform.
• Chief Architect for billing and customer care system SaaS, used by multiple Tier-1 Telecom businesses (AT&T, Sprint, and Orange France) supporting more than 100M telecom customers across the globe.

Roles

• Interim CMO
• VP/GM Ecommerce,
• Head of Product Strategy and Analytics
• Sr Manager of Product Strategy and Finance
• Chief Product Architect

Request Expert / Similar Expert

Click “request expert” for a free initial screening call with this expert or a similar expert regarding your expert consulting needs