Customer Director Resume Sample
Myrtie Farrell
704 Crystel Tunnel,
Boston,
MA
+1 (555) 365 6123
Work Experience
Global Customer Director
06/2017
-
PRESENT
Detroit, MI
- Progressive customer management and sales leadership experience (including people leadership)
- Develop and lead key strategic Customer Collaboration projects and initiatives for DanoneWave
- Provide Customer Collaboration direction and thought leadership with customers, sales, and direct reports
- Lead strategic partnerships in supply chain with key West division customers
- Team leadership of direct reports to include performance management and oversight of all deliverables for the division
- Frequently visiting customer distribution centers and stores to drive continuous improvement
- Develop customer scorecard to manage and improve upon key metrics including perfect order, case fill, order fill, on time delivery, backhaul management, efficient order sourcing and other value added measures designed to improve service to key customers while eliminating inefficiencies
Customer Insight Director
04/2011
-
04/2017
San Francisco, CA
- Align with Sales, Supply Chain and customers to resolve supply chain related challenges negatively impacting service and the P&L such as backhaul, unsaleables, load quality and other efficiency initiatives while also working proactively to define and meet value-added customer requirements
- Performs the supply chain management role within the DanoneWave Customer Collaboration group, providing insight into effective and efficient operations for servicing customer demand
- Builds integrated relationships with the customers' supply chain personnel to define current and future customer requirements
- Engages with the customer to identify problems, quantify opportunities and implement recommendations to drive topline sales in the areas for inventory management and collaborative forecasting and planning
- Understand impacts and communicate sales strategies to the appropriate groups (Demand Planning, Distribution, Manufacturing, Customer Service) to optimize the supply chain and eliminate service risk
- Work closely with Sales, Marketing, Finance, Demand Planning, Distribution and Manufacturing teams to provide customer supply chain support for projects, new business opportunities and proposals
- Shopper Marketing Team
- Customer Planning Departments
Customer Resource Center Director
01/2006
-
01/2011
San Francisco, CA
- Channel VP’s, CBL’s, CCM’s
- Linkage with HQ Sales Planning and Brand Marketing
- Relationships with Strategic Customers
- Relationships with Strategic Industry Partners
- Linkage/relationships with key resource areas (Marketing Services, Consumer Promotions, Scale, etc.)
- Cross functional team member relationships (Logistics, Finance, Insights etc.)
- Eight (8) to ten (10) years prior experience in pharmaceutical/healthcare industry; with strong market orientation and customer/account relationship management skills
- More than six (6) years project management experience
- Entrepreneurial spirit, results oriented, self-starter and strong initiative
Education
University of Phoenix - Taylorsville Learning Center
2002 - 2006
Bachelor's Degree in Business
Professional Skills
- Strong interpersonal and relationship building skills. Experience interacting and working with VIP clients
- A strong leader with experience managing a team of global employees with varying years of intelligence experience
- Strong executive presence including oral, presentation and written communication skills
- Strong quantitative and analytical skills, including ability to proactively identify areas of opportunity
- Strong project management skills and execution orientation to keep projects and teams focused on improvement tasks and deliverables
- Demonstrated cross-functional leadership experience and project management experience
- Strong/proven people management experience
How to write Customer Director Resume
Customer Director role is responsible for design, organization, security, retail, finance, credit, training, integration, recruiting, telecommunications.
To write great resume for customer director job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Director Resume
The section contact information is important in your customer director resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Director Resume
The section work experience is an essential part of your customer director resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer director responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer director position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Director resume experience can include:
- Performs company business in accordance with all regulations (e.g., EEO, FDA, OSHA, PDMA, EPA, PhRMA, etc.) and Company and Department policies and procedures. When violations are noted/observed they are to be immediately reported to management
- Demonstrates high ethical and professional standards with all business partners in order to maintain BIPI's excellent reputation within the medical and pharmaceutical community
- Manages Merck’s relationship with outside actuarial and consulting services that improve and maintain ties to trends in these areas for major customer segments
- Generates analytics to support relevant stakeholders with customer POV impact models and optimization tools. Ensures these are utilized effectively to align new product price decisions with customer and strategies
- Strong Program Management skills and financial & business acumen
- Excellent communications skills and the ability to use data to make ROI-driven business proposals/presentations
Education on a Customer Director Resume
Make sure to make education a priority on your customer director resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer director experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Director Resume
When listing skills on your customer director resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer director skills:
- Proven experience to work effectively at multiple levels of the organization
- Deliver programs to provide HCP’s with the skills and clinical evidence/awareness to support safe and effective use of Stryker product
- Proven track record of effectively managing diverse, global teams
- Excellent project management skills, including the ability to design and manage multiple projects under tight deadlines
- Strong data & analytical skills
- Proven ability in client management, exceptional relationship and partnership management skills in a B2B and B2C environment
List of Typical Experience For a Customer Director Resume
1
Experience For Global Customer Director Resume
- Design the Heat map in Europe and lead the European cross segments Prioritization map ( strategic Channel management cross segment and cross countries )
- Deep experience in agile/scrum software delivery practices
- Hands-on experience with front-end frameworks and technologies such as JavaScript, JQuery, PHP, Ember, or Ruby
- Experience with front-end development, design, and standard methodologies with an eye towards scale
- Experience with AWS services and cloud development patterns
- Strategic, analytical and relationship building competencies required, with a fundamental knowledge of retail math
- Retrieve, analyze and provide documentation for Ulta in order to provide recommendations regarding service level and vendor/retailer performance
- At Top Tier Management Consulting Firm
- BU Marketing and Sales teams
2
Experience For Customer Insight Director Resume
- Anticipate, identify, and resolve high-level problems associated with completing projects
- Translates complex analytics, actuarial perspectives and population health concepts into business decision support
- Lead, influence and motivate both teams and individuals towards the company’s objectives and toward the delivery of clear customer value
- Lead a group of peers to drive recommendations into implementation plans
- Creative thinker with a positive and solution oriented approach
- Retrieve, analyze and provide documentation for key account(s) in order to provide recommendations regarding service level, On Shelf Availability (OSA) and vendor/retailer performance
- Collaborate with leaders’ cross-functional to identify opportunities to streamline the end-to-end process and enhance the customer experience
3
Experience For Customer Resource Center Director Resume
- Maintains oversight of multiple Customer Response Unit (CRU) Offshore BPO’s in meeting and maintaining required KPIs, delivering on process improvements and project initiatives as well as facilitating healthy business partnerships
- Best in class knowledge and expertise in leading operational teams while building best practices in delivering exceptional service capabilities. Demonstrated learning agility and has the ability to gain knowledge and insight into leading operational execution technically and deliver continuous improvement
- Develops and Inspires Others. Actively coaches, develops and rewards team members while building teams that ensures the very best people are in place. Displays a confident yet approachable demeanor
- Creates a Culture of Inclusion. Fosters a culture where diverse thoughts, experiences and backgrounds are valued and celebrated. Empowers employees to take initiative to further team and company goals. Treats others fairly and equitably
- Earns Trust and Confidence. Demonstrates the courage to make difficult decisions and candid conversations. Follows through on commitments and upholds Guardians commitment to ethical business practices
- Leads Transformation and Change. Leads effectively in ambiguous environments while being able to communicate the business need for change. A leader who embraces change, however, is able to respond with empathy during challenging times
- Achieves Superior Results. Sets high standards for employees and team while being able to build commitment to achieving goals and deliverables. Has or able to gain the technical and functional competence and expertise regarding to lead their team
- Delivers Long Term Value. Maintains a strong external focus on customers, industry and regulatory while balancing risk and growth opportunities. Proactively looks at new and different ways of approaching work to continuously improve the business
4
Experience For Director Global Services Customer Resume
- Exhibit incredible forward lean, demonstrate very high project management expertise, is data driven and also have incredible interpersonal skills
- They need to be able to influence without direct control, have difficult conversations without getting rattled, be able to say “No” or what is required to “make it happen”, and not be afraid to dive into the details of any given project
- Demonstrate a proven track record of excellent project management, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment
- Display a passion for coaching and developing a team of associates through their leadership style
- Manage Customer Data Management and Analytics team
5
Experience For Director, Customer Excellence Resume
- Partner with business units to understand critical issues and devise, develop, and implement credible and sustainable solutions with regard to customer attributes, sales & product performance, customer usage and key operating metrics
- Build strong strategic relationships with key vendors and internal business partners
- Defines and articulates systems/data needs of business and acts as intermediary between data users and IT
- Collaborates with key stakeholders to define and integrate all data management policies
- Defines vision, scope and objectives for overall data management and data governance
- Collaborates with management to identify and resolve potential data challenges, overlaps and integration points
6
Experience For Director, Customer Collaboration Resume
- Internal: Commercial Operations Directors, Affiliate Management Team, Area Commercial Director, Area team in general (e.g. Area finance, Customer Excellence in particular), in-field teams
- External: Various agencies (for market research/business intelligence, for operational systems/tools), training providers, all stakeholders as defined in the NNLRP at the affiliate level
- Engage the customer in new unexplored ways of working ( category management )
- Be Mars voice in the European Manufacturers associations (Aim, Ilec Europe and Food drinks Europe) focusing on Retail topics
- Strategic lead of segment negotiations with key customers: Schwarz Group ( Lidl & Kaufland ) and buying Groups
- Approve framework terms with Lidl for permanent and activity listings in line with segment pricing mandate
- Ensure all market insight activities are conducted in an ethical way and according to relevant Codes of Conduct
7
Experience For Customer Outcome Analytics Director Resume
- Collaborative governance with clarity on roles, process, and decision making
- Incorporate industry best practices and operating models
- Lead the Customer Success Operations team to provide Publishers best practices on PubMatic’s Platform
- Track and provide business KPI’s to the GTM team. Leverage Salesforce and develop reports necessary to track and report on the success of new and existing projects
- Co-create and deploy the European LAR strategy ( Portfolio, Pricing and Enterprise-wide approach )
- Lead a team of 3 European LAR Channel Managers ( one per segment )
- Lead the negotiations across segments with Lidl , Aldi , Action ( internally and potentially externally )
8
Experience For Executive Director Business & Customer Enablement Resume
- Manage cross segments discussions with Kaufland ( profitability ) and potentially manage conflicts
- Engage with our “ White Group” think tank in Europe
- Act as 1 Mars contact when required by customers
- Conduct “Top2Top” Meetings to solve / escalate segment issues
- Ensure communication and implementation of centrally agreed account plans (counter-parts) in local markets within aligned framework
- Assist all Team Leaders, SOD’s on the fly with escalated cases
- Excellent written and verbal communication skills and working knowledge in various stages of project management, SOW, design, planning, prioritization and resource management
- Complete understanding of the front/middle/backend workflow processes and concepts within a travel industry Contact Center
- Regular collaboration with Business (K12, HED, Fin., etc.) to ensure customer data requirements are met
9
Experience For Director Customer Excellence Resume
- Close partnership with CIO MDM function with clarity on roles, responsibility, and process
- Understand Pearson “as-is” and identify resources currently involved in customer data so that we can create a clear and robust governance structure to increase impact and pace
- Leading highly productive development teams
- Leads annual plan achievement through building and executing strategies with Stater Bros. that are aligned with the customer and with Coca-Cola’s Commercial Strategy. Leads Field Leadership to ensure effective execution of Stater Bros. strategies
- Develop strategies to deliver the organization’s customer experience and innovation goals
10
Experience For Associate Director, Customer Exp Innovation Resume
- Brief and prepare Salesforce executives in their customer events/meetings
- Executive presence - ability to present in front of large groups of executives
- Concise communication (written & verbal)
- Lead a small Customer Excellence team while working collaboratively with other departments including but not limited Customer Success, Product Management, Marketing, Accounting, Operations, Development, and Sales to drive Customer Excellence
- Be a company-wide catalyst to recognize and promote excellence in customer experience while driving continuous improvement. Inspire and influence change…from the front line to executive leadership
- Champion Avalara’s Voice of the Customer research including NPS Programs, CPO Programs, Advisory Boards, Churn Analysis or other, to gather and share actionable insights. Audit current sources of customer feedback, such as NPS research, to consolidate sources of feedback, enhance capture points, and expand programs
- Develop and leverage tools such as customer journey mapping, emotional and behavioral research, and voice of customer insights and analytics, to fully understand our customers’ experience with us—while focusing daily on delivering value to the company, solving customer experience problems and developing new opportunities pragmatically
List of Typical Skills For a Customer Director Resume
1
Skills For Global Customer Director Resume
- Demonstrate excellent process knowledge and demonstrate ability to implement process rigor through organizations
- Knowledge of customer experience, customer journey, and digital experience
- Effectively incorporates storytelling to help reinforce key messages and increase engagement
- Able to collaborate with other business units to prioritize work based on business and Customer Experience impact
- Excellent track record of work experience within the field and achievements
- High levels of business acumen and excellent commercial experience/judgement
- Demonstrates Interpersonal Effectiveness
- A good understanding of the analytics market, including the role of data warehousing & open source technologies/new analytical techniques
2
Skills For Customer Insight Director Resume
- Experience with hiring, building, and reshaping development teams to improve performance
- Demonstrated comfort with ambiguity and working in an emerging area of the business
- Strong understanding of forecasting principles
- Experience in Marketing, Retail, Special Events, Public Relations, Hospitality or Consulting
- Experience in building executive level presentations and interacting w/ senior executives
3
Skills For Customer Resource Center Director Resume
- Support the CEO, executive and senior level customer leadership in developing and driving a customer experience vision throughout the organization
- Proven track record of having achieved extraordinary business results and of having successfully managed significant change
- Proven track record of defining and delivering Business Transformation
- Experience developing a customer insights and VOC function within a complex Fortune 500 organization or management consulting environment
- Successful consultative selling experience in an international context
- Relevant work experience and leading a team
4
Skills For Director Global Services Customer Resume
- Significant experience and familiarity with customer ERP software relating to cost and financial information is a desired characteristic
- Strong appreciation and understanding of the luxury fashion industry and the Ralph Lauren lifestyle and brand values
- Comfort and experience presenting technical issues and their impact to senior leadership
- Analytics experience, ideally in customer or market intelligence or similar role
- Experience in an enterprise business customer or market intelligence practice
5
Skills For Director, Customer Excellence Resume
- Demonstrated ability to inspire, negotiate with and influence colleagues and customers to drive change and achieve desired outcomes required
- Strong knowledge of Microsoft PowerPoint and Excel
- Experience developing production quality code including playing an active role in all aspects of software design
- Experience leading high-visibility cross-group projects including partnering with key contacts outside of the immediate group to achieve results
- Map and prioritize key customer journeys and CX opportunities across an omni channel environment
- HOS and or sales experience
6
Skills For Director, Customer Collaboration Resume
- Demonstrated ability to develop people and recruit top talent
- Significant operational experience in hi-tech industry
- Budget management experience £10m+
- Skilled in change and relationship management (Internal & External)
- Demonstrates broad and deep IT knowledge coupled with equivalent knowledge of the IT activities across business
- Demonstrates Domain Expertise
- Lead the strategy for clinical evidence in alignment with the product development process and with the desired claims of the Brand Marketing team
- Drive execution of key C&PS Processes to enable the organization to successfully support customers and improve their experience
- Preparing reports and presentations for Executive-level decision making and decision support
7
Skills For Customer Outcome Analytics Director Resume
- Understanding of target marketing analysis to develop an “outside-in” view of a target account list
- Understanding of account based marketing (ABM) and application of customer intelligence to the practice of ABM
- Ensuring timely publication of the quarterly roadmap documents and measuring response
- Establishing Customer Knowledge Management repositories &directly influencing Customer Care strategies (as appropriate)
- Establishing and overseeing Customer Loyalty Programs, Advisory Boards & Customer Surveys, as appropriate
- Supporting vision and strategy for Customer Protection
8
Skills For Executive Director Business & Customer Enablement Resume
- Understanding of relevant industry codes and regulations
- Understanding of MA code
- Understanding of Account Management Excellence & its benefits
- Understanding of Customer Loyalty models and NPS
- Understanding of market research methodologies
- Understanding of the Heathcare/Life Sciences market sector (required) and the EMS industry (desired)
- Willing to undertake (extensive) international travel
- Designing, developing, and managing project plans in a complex dynamic environment, revising needs to meet changing requirements
- Leading moderate to large complex projects and programs by providing strategic direction to projects, peers, and direct reports
9
Skills For Director Customer Excellence Resume
- Leading a team of project managers
- Leading moderate to large complex work streams by providing strategic direction to projects, peers, and direct reports
- Leading a cross functional POD consisting of project managers, business analysts, design team, customer office and origination partners
- Working collaboratively across divisions
- Serving as the team’s representative in Customer Feedback Loop & Escalation Procedures
- Competency frameworks for our customer-facing teams, including learning and development
- Oversees the support of customers encountering problems using the company's products
- Oversee, monitor, and ensure on-going technical knowledge relating to products, policies and procedures
10
Skills For Associate Director, Customer Exp Innovation Resume
- Evolve Amazon’s understanding of customer behavior by developing new metrics and around market demand as it relates to physical delivery
- Research companies & executives coming into the EBC to understand deeply what is going on in their business
- Track record of recruiting and developing talent
- Basic understanding of electronics manufacturing is required
- Works well with customers and customer facing teams with a mindset of improving our overall account management approach in these areas
- Responsible for brand alignment in developing marketing collateral for our sales force and customers
List of Typical Responsibilities For a Customer Director Resume
1
Responsibilities For Global Customer Director Resume
- Continually identify evolving customer needs, wants and the priorities customers place on them to help the organization not just win today but continue to stay ahead of the competition
- Continually support innovation of our Customer Loyalty Program, including implementation of customer experience technologies. Evaluate and recommends and technologies that enable effective customer success
- Work with Customer Loyalty Leadership including CAM and Customer Experience Directors to develop programs to build Customer Account Manager and Customer Experience Rep engagement with customers in order to deliver more customer value resulting in an increase the lifetime value of customers
- Advanced analytical skills, strategic thinking and the ability to anticipate future trends and opportunities
- Proven track record in driving Customer Experience performance
- Extensive experience in Customer Experience planning, business improvement and business analysis
- Strong cross functional collaboration, influencing and persuasion experience
- Partner with key stakeholders to ensure prioritization and strong communication loops
- Deep understanding of “moments that matter most” in an experience, and the impact they can have on the holistic experience
2
Responsibilities For Customer Insight Director Resume
- Building relationships with key business partners and stakeholders to establish requirements and priorities
- Customer Loyalty Leadership including Customer Account Management and Customer Experience
- Supply Chain Management experience, with at least 3 years in customer facing roles
- Demonstrated ability to engage and manage through influence across support teams and enabling functions
- Experience managing vendor relationships as well as customer outreach programs
3
Responsibilities For Customer Resource Center Director Resume
- Enterprise-wide understanding of key priorities and strategy
- Proven ability to engage and collaborate with multiple stakeholders, driving action to decisions
- Helps teams align to changing priorities and coaches teams and peers through change
- Demonstrate an expertise and mastery of ACCME, ACGME, and AdvaMed Code as well as Policy developed at the State and National Level
- Experience in ETMS tools
4
Responsibilities For Director Global Services Customer Resume
- Experienced in cross functional roles in matrix organizations
- Ales and Marketing Experience
- Customer Experience Activity Management (VOC inputs and outputs; process improvement, performance metrics)
- Helping define customer protection roadmap with capabilities that work across the wide demographics of WS customers
- Communicating and evangelize customer protection goals and roadmap across the organization
- Lead the customer advocacy program, advancing the customer reference program to support company-wide needs
5
Responsibilities For Director, Customer Excellence Resume
- Partner with Customer Experience team and CAM leadership to recommend programs to empower front line employees with solutions, while reducing concessions / cost of appeasement resulting in lost revenue
- Leadership of all levels in Customer Success, Product Management, Marketing, Accounting, Operations, Development, and Sales
- Balance Customer Excellence practices with other potentially competing company objectives related to Growth, Customer Efficiency, and Cash Flow
- Executive leadership including CEO, CRO, and CMO
- Lead a cross functional governance program to ensure end-to-end accountability for driving results
- Manage employee engagement including brand management, Colleague Insight Team and internal newsletter content strategy and management
- Develop new, innovative, and relevant programs to support a consistent educational brand with appropriate messaging
- Collaborate with our global marketing managers for a consistent brand message throughout the world
6
Responsibilities For Director, Customer Collaboration Resume
- Share best practices at all partner levels, advising on Customer Relationship Post Sale with the Partners’ Organisation
- Strategic Thinking- Focus the teams activities to align with SAP’s strategic direction
- Familiarity using BI Software and data visualization tools (ie Qlik, Tableau)
- Able to apply solution selling knowledge and capabilities
- Accountable for ensuring the delivery Community Benefits’ Plan (CBP)
7
Responsibilities For Customer Outcome Analytics Director Resume
- Knowledge of leading best practices in customer supply chain initiatives
- Research of customer performance relative to competition deployed and standardised across sales, marketing and medical specialty teams
- Communicates a compelling vision and line of sight into how the organization’s work advances strategy
- Excellence in solving complex business problems
- Passionate about using data, analytics and insights to drive Customer Lifetime Value
8
Responsibilities For Executive Director Business & Customer Enablement Resume
- Multi-channel digital marketing
- Searches actively for feedback and incorporates learning into behavior
- 2) Timely Decision Making
- Design, build and execute plans and detailed requirements for multiple consumer segments in an omni-channel/ cross-channel / live / and digital environment
- Create trust relationships with key partners and stakeholders within and outside Zoetis in order to drive program success
9
Responsibilities For Director Customer Excellence Resume
- Leverage design thinking, lean start-up, and agile approach build/ test/ measure/ evolve CX programs with speed and quality that consistently “delights” the customer
- Develops and manages operational and perception metrics to measure the evolution of the CX strategy, individual programs, and overall culture and change management objectives
- Manage ROI of the program
- Read and synthesize data to understand customers’ satisfaction, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
- Senior LT level colleagues
- HR and Communications teams
- Members of the COE/Business Operations team (Business Analytics, Customer Service, etc.)
- Provide guidance on strategy for educational programs that aligns with the business unit’s goals
10
Responsibilities For Associate Director, Customer Exp Innovation Resume
- Build, develop and manage a team to deliver results to the organization
- Develop programs to engage and support business objectives and ensure appropriate channel partners and external vendors are in place to execute and effectively deliver educational and value add objectives
- Lead strategy for the advancement of our sales training curriculum to continue to raise the bar in how we on-board new representatives as well as continuing to educate our more tenured representatives
- Partner with KOL’s, CME providers, and organizations at a Local, Regional, and National Level to provide support and educational expertise to HCP’s
- Adhere to all Stryker Policy, Code of Conduct, Regulatory, and Compliance Processes
- Digital Media (Mobile Apps, Animations, Etc.)
- Print Media Brochures, Mailers
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