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0-5 years of experience
Oversaw customer service for store, managing scheduling for 200 associates and analyzed salary cost versus profit. Hired and provided follow-up training for new hires. Held responsibility for community outreach, working closely with Salvation Army, YMCA, and March of Dimes. Managed store engagement, maintaining open door policy to sustain associate morale and resolve issues/complaints. Established new manager-on-duty (MOD) program, creating more positive environment for management team by breaking down specific tasks and times. Achieved breakthrough performance in customer service for “greet” status, exceeding store, district, region, and company goals of 72%.
- Accomplished goals by hiring appropriate people and following up on training.
- Achieved salary cost for previous year on goal of 13.2%, generating 13% and saving $189,000.
- Improved overall customer satisfaction score of 64 to goal of 68% for first quarter of 2012, working closely with staff on store engagement.
- Led associate engagement, including Winning Together and Outreach Community functions. Attracted and developed best associates in retail. Ensured store team obtained customer service focus.
6-10 years of experience
Prepared and delivered comprehensive sales presentations for professional services within my territory
- Wrote statements of work for AT&T Wireless for revenue over $4 million annually
- Worked with AT&T team to correct Granite database circuit information to save over $1 million for unnecessary call outs
- In cooperation with multiple teams, developed Excel workbook to report on overall project completion and daily completions
- Prepared bi-weekly expense reports and completed all administrative reports for pipeline
0-5 years of experience
Assigned to work in the Philippines for a year to finalize an office location and set up the office for our offshore recruiting team. This included testing and inspection of computer systems, phones, facilities, and confirming orders to be made for office equipment.
- Acted as a liaison between the U.S. executive management and our BPO partner in the Philippines.
- Ensured that the services delivered by our BPO partner conform to our Master Service Agreement.
- Recruited 95% of the offshore recruiting team.
- Planned and executed marketing events in order to promote the company and attract talent.
- Mentored and supervised our offshore recruiting team in the Philippines.
- Performed quality assurance responsibilities by making sure all paperwork coming from our Philippine office is exactly what our clients are looking for.
0-5 years of experience
Managed and delivered communications initiatives to educate and motivate target audiences about improvement efforts (Six Sigma) in delivering value to the business.
- Selected as communication subject matter expert for 15-member team to develop Business Process Improvement future strategy with projected cost savings of $10M.
- Led and incorporated change management activities into the communications and engagement plan, resulting in a smoother transition.
- Developed an integrated internal engagement plan targeted at key global stakeholders to meet specific executive unit corporate goals.
0-5 years of experience
Client partner to strategic digital technology clients. Cultivated C-suite presence and led solution identification and design, client negotiations and issue resolution for both digital marketing and technology services.
- Built a 3.5MM recurring annual book of business (all services revenue).
- Trusted advisor and strategist on digital marketing engagements. Developed go-to-market strategies and crafted strategic messaging to build brands across digital channels. Designed primary market research to advise marketing strategies and tactics.
- Sold and led service delivery teams for a wide range of client-facing technology services, including managed hosting, solution architecture and technology integration, .NET and Java custom development, enterprise search, content architecture, visual design, marketing and brand strategy, SEO, TV advertising, primary research and analytics.
- Pursuit leader on business development efforts – generated and qualified leads and led sales presentations.
- Structured and successfully negotiated contracts up to $1,000,000. Managed program deliverables, resourcing, timelines and budgets.
- Experience with a range of digital technology solutions, including Adobe Experience Manager, SharePoint, Oracle, Ektron.
0-5 years of experience
Led large, high profile SFDC and Workday Cloud implementations. Primary relationship with customer executive team. Led discovery/BPR workshops, functional SFDC architecture, scope new work, write SOWs, direct project staff and drive new revenue.
- Led a $4.5M engagement including Salesforce.com, FinancialForce PSA and Workday financials.
- Identified and sold an additional $2m in expanded Service Cloud expansion in Q1/2012
- Direct and mentor Project Managers, delivery personnel. Avg. engagement profit margin: 51.4%
0-5 years of experience
Evaluate and support enterprise-wide project resource requirements, including personnel, software, equipment, and facilities systems and processes; provides update/improvement recommendations to management. Develop and implement policies and procedures, ensuring compliance with information system goals and company/client objectives. Strategically plan and implement software and/or system upgrades and modifications. Manage software/hardware installation, testing, and setup. Oversee staffing and information systems service desk operation activities. Liaise between business clients and IT resources.
- Supervised staff, including supervisors, in providing technical support for networked and stand- alone computer users/systems.
- Led staff in identifying, isolating, and resolving information systems products and services issues.
- Performed VPN upgrade to replace all RSA tokens with new soft token Pledge Software. Upgrade allowed for development of enhanced service desk onboarding process to issue customer accounts and self-service decimation and conduct system administration classes for desktop and service desk engineers.
- Upgraded VPN connection client for Avetail with Cisco Any connect, impacting 8K employees, 2K contingent workers, and 26 vendors.
- Led project team, including IT project manager, Global Security team, network infrastructure team, Service Desk, Service Desk Engagement team, and 26 off-site vendors.
- Conducted troubleshooting sessions with each vendor, documented KB articles, developed training course, and performed readiness review following deployment.
0-5 years of experience
Managed service delivery. Lead a 9 person consulting organization.
- Exceeded all business targets: revenue, contribution, utilization and client satisfaction.
- Identified risks and issues. Initiated mitigating strategies and corrective actions. Helped the institution’s IT department achieve its service requirements and performance objectives. Arranged for additional Ellucian’s senior Functional and Technical Consultants to develop and optimize the institution’s Advancement and Alumni departments.
- Coordinated, through the account manager, delivery of high-quality services within committed time-frames. Acted as the escalation point for all delivery issues.
- Actively participated in two contract renewals. Maintained Profit & Loses responsibility for $1.5M.
0-5 years of experience
- Took over engagement manager role in early 2014 to stabilize the account and renew [company name] contract with clients.
- Manage a team of 11 associates (5 onsite and 6 offshore) on task completion, prioritization, and project proposals.
- Officially promoted in December 2014 as a result of measurable improvement in client perception and the contract being extended through 2015.
- Mentored and trained 5 new onsite members throughout 2014 and gained client’s trust with their capabilities.
- Organized on-campus recruitment at Georgia Tech and Emory, including career fairs, information sessions, and interviews.
- Set up measurable goals for [company name] team to achieve over a 30-60-90 day period and conducted benchmark meetings with client managers, directors, and VPs.
0-5 years of experience
- Built and nurtured [company name]’s relationship with client executives from five business areas by streamlining communication, which led to $1.5M (150%) in account growth ($500K above the planned growth)
- Developed business model for Business Analytics to service Merchandising and Marketing organizations; Collaborated with external partners to convert a starving project pipeline into healthy multi-year business
- Created value proposition and roadmap for Big Data infrastructure; Evaluated technologies and prioritized business cases to support analytics problem solving at scale; Reduced the turnaround time by 70%
- Promoted conversations to SVP and EVP levels to improve consumption of analytics and stage unique experience around the engagement; Consumption increased from less than 20% to over 90%
- Spearheaded, managed and mentored a team of 15 analysts and 4 managers; Created communication forums to induce accountability that led to increase in productivity by 100%
- Ensured unique positioning of [company name] at client organization to protect and grow its business against its key competitors (Accenture, IBM) by branding and positioning key problem solving frameworks
- Drove transformation by staying ahead of trend and leading key initiatives such as Localization, Omni-channel fulfilment, Direct Mail optimization, Customer/store segmentation, Churn, Trial and Repeat, Basket Analysis, Competitor Scraping, Fixture Productivity, Real-estate optimization & Vendor Scorecard
0-5 years of experience
Execute client engagement strategy and campaigns for lead generation for the corporate accounts sales channel which consists of 70+ sales professionals, in 39 states, with annual revenue of $640M. Responsibility includes client engagement initiatives through B2B customer touch campaigns (email, webinars, and events). Drove sales initiatives via internal communications (email, conference calls, and sales meetings) on campaigns, sales promotions, incentives, contests, revenue retention, and product launches in areas of Cloud, Security, VoIP, IP Network, and Professional services.
- Increased client engagement by 33% YTD. This included increased client participation on webinars, email campaigns, and events. Campaigns targeted Cloud, Security, and VoIP solutions delivered through Executive roundtables/dinners, Connected Technology events (M2M/Mobility applications), webinars, seminars and email campaigns.
- Created and delivered marketing campaigns to the sales teams and reported on progress of client engagement. Provided leads (via Salesforce.com) to the client executives and monitored progress of the opportunity to closed bookings stage for reporting purposes.
- Created sales contests to increase sales teams focus on client engagement activities in areas of Cloud, VoIP, and Security solutions. This effort increased the number of leads and sales opportunities to sales.
- Achieved sales operations metrics by delivering daily/weekly status updates (sales cadence calls) in areas of sales leads, contract renewals, strategic account plans, quality business reviews, new product/solution updates, and training requirements. Utilized salesforce.com for customized reporting.
- Launched sales campaigns (locally created and from corporate marketing) that focused on cloud services, wireless solutions/mobility, security, VoIP, and professional services. The value proposition included a presentation, sales role play verbiage, use case studies, sales win examples, and goals to measure success.
- Recognition: Received recognition and “Ovation Award” for: Performance – Client Engagement
0-5 years of experience
Maintained a positive and inclusive associate relations environment by championing and supporting Associate and Management needs in the Store; ensured “customer first” remains an on-going focus of the store. Drove sales and profit through people by monitoring the sourcing and selection process to ensure acquisition of the best possible talent for positions. Assisted in development and execution of Sales Floor staffing strategy with the Assistant Store Manager to ensure appropriate full-time to part-time ratio. Responsible for Manager of the Day program and scheduling within the Store. Drove the store’s associate engagement activities including customer first, sourcing talent, hiring and selection, training, feedback and performance management.
- Passionate talent leader that works closely with store leadership in ensuring associates receive ongoing coaching in the moment and career counseling.
- Completion of sales floor schedules and monitoring the key levers that support the optimization of the scheduling process.
- Created and implemented the “hour of power” to drive associate awareness and improve customer service scores in underperforming time frames.
- Surpassed monthly credit goals by motivating associates through associate recognition and incentive contests throughout the period.
0-5 years of experience
- Strategy-to-launch advisor to global hotel management firm on launch of multi-brand loyalty program
- Developed loyalty program for global hotel chain’s Chinese 400-hotel joint venture
- Advised U.S. CEO of global insurance firm on strategic growth M&A opportunities across 16 sectors
- Led a national market-expansion study for a PE-owned rental equipment business
0-5 years of experience
Work with cross functional teams to ensure that the systems provide the most effective and comprehensive services possible to the users. Maintain an in-depth understanding of the broad regulatory landscape impacting KP business areas. Remain current with emerging regulatory sentiments as well as solution trends in the marketplace. Assess the impact of laws and regulations on KP systems and technology. Work with other risk organizations to shape organizational control policies and standards. Manage large scale risk/security assessment studies and projects to validate and remediate perceived risks. Perform interviews, document design assessments, and walkthroughs of key controls (both new and existing). Lead cross-functional remediation teams in developing processes using requirements gathered from clients and engineering. Exhibit pragmatism in formulating process remediation and implementation strategies, defining work tracks; and submitting assessment findings and recommendations. Design sustainment strategies and measurement systems to ensure that Compliance requirements can continue to be maintained over time. Support IT multi-year planning process by providing program and project descriptions, estimated costs and risk justification data. Develop and nurture trusted relationships with Business Partners, KP IT Executives, Security & Compliance Officers and other Compliance Team Members to gain consensus approvals on strategies, recommendations, findings, project plans. Reported to Executive Director, IT Compliance.
- Closed approximately 50 corrective action plans on-time.
- Reduced residual risk by designing and implementing process improvements.
- Increased clarity of regulatory requirements and security standards by partnering with IT stakeholders on SDLC process design across all lifecycle phases, impacting exit criteria and phase gate deliverables for large scale enterprise projects / programs.
- Increased IT compliance by performing the role of Lead Project Manager for national controls improvement program.
- Built trusted and valued partnerships with previously disengaged stakeholders resulting in more opportunities for greater alignment and efficiencies across IT and business.
0-5 years of experience
Business Consulting
- Led consulting engagements from pre-sales stage to successful delivery of the project in terms of scope, deliverables, budget, regular updates, and achievement of required business outcomes.
- Partnered with Sales Team to assist with pre-sales opportunities to meet clients, understand client organization and landscape and offered consultative approach to help clients build solutions to meet business objectives.
- Assumed Project Manager responsibilities that included proactive management of day-to-day operational and tactical aspects of multiple or large scale projects from beginning to end including regular client interaction meeting expectations.
- Built, developed and cultivated business relationships that are essential to the success of the project through regular interaction with clients, listening to client needs and executing on consistent communications framework.
- Provided thought leadership across the DFW office through best practice sharing, leading project initiatives and flexibility in assuming multiple responsibilities.
- Helped establish “Engagement Framework†that defined criteria, profiling and propensity data for selecting customers to be managed in a one-to-one relationship.
- Developed goal oriented plan inclusive of communications plan and delivery tools that helped to exceed customer NSAT rating for assigned set of customers during three month period.
0-5 years of experience
A publisher of proprietary online HR, Sales, and Safety training websites.
- Contacted customers to assist in program engagement, subscription renewals, and up-sells.
- Lead the Customer Service department, trained new staff, and developed time saving and cost cutting practices.
- Initiated sales to potential subscribers of on-line HR training site.
0-5 years of experience
Account manager and relationship manager for several major accounts
- Coordinated production staff to provide the Telecommunications Expense Management
- Continuously monitored changing customer requirements and coordinated with the IT team to create modifications to company applications to provide new features needed
- Created and presented business reviews and other reports
0-5 years of experience
Responsible for Professional Services engagements in the Northwest general territory accounts, from development to delivery.
- Managed the life cycle of engagements including: following through with the solution sales cycle; creating proposals, margin analyses, and statements of work; working through the Deal Management Process; securing resources; managing the engagement; managing customer expectations; tracking revenue through Sun’s forecasting tool; tracking customer satisfaction.
- Teamed with partners in the Northwest to grow business and jointly deliver solutions at customers like Classmates Online, Seattle PI, Xerox, and Albertsons. Also responsible for the Washington Mutual account as an Engagement Manager for the Financial Practice.
- Planned with Sun Sales and Sun technical peers effectively to drive toward increased solution selling, thus increasing SMI revenue goals.
0-5 years of experience
Surgical support for ENT Physicians and O.R. staff; hearing implants, maxillo-facial implants
- Oversee instrument/equipment in hospital Sterile Processing Department; Staff training
- Hospital Contract Negotiations
- Product/Clinical support with Audiologist, ENT Physician and Patient
- Up-to-date Hospital Credentials for restricted access: Reptrax, RepConnexx, Vendormate, Parallon
- #1 ranking territory for FY14
0-5 years of experience
- Coach and train sales managers to focus development efforts on their sales professional’s behaviors and skills
- Identify team needs for development within the sales process and provide feedback to sales supervisors, managers, and director
- Lead and facilitate sales meetings and forums with front line sales staff and sales leadership team
- Identify supervisor’s and manager’s areas for improvement and create development plans in order to coach to those areas of need
- Observe supervisors in one-on-one meetings, team meetings, and in-field interactions and provide coaching and feedback on each interaction
- Collaborate with regional leadership to identify ways to align behaviors and actions of front line sales staff with sales strategy
0-5 years of experience
Provide project management expertise for the leading delivery partner for IT infrastructure transformation in the New York metropolitan area
- Specializing in Service-Now implementations
- Responsible for ensuring development efforts meet customer expectations
- Manage scope, schedule and Pathway’s budget for each statement of work
- Escalate service delivery issues as appropriate
0-5 years of experience
Responsible for managing implementation teams of the 360 encompass product.
- Lead remediation efforts for escalated clients and get the implementation back on track.
- Serve as lead EM for high profile and high risk clients.
- Coordinate Implementation of Beta products at client sites, utilizing development & implementation resources
- Provides day to day oversight of the implementation process for clients, training of end users, product kick off and launch, status updates, support management and coordinating disparate remote teams to meet clients needs.
- Introduced templates (weekly status reports, meeting agendas, etc) and processes (Kick off meetings, project tracking) that has been implemented and utilized throughout the engagement management team.
- Coordinate the technical, operational, and training for the client to optimize system utilization and efficiency.
- Mentor and train new engagement managers by taking the lead on their projects and providing true on the job training. Ensuring a smooth client transition and experience once the new engagement manager is confident and ready to take the lead, meanwhile, remaining as a back up and resource for the duration of the project.
0-5 years of experience
Coordinated new business development acquisition by designing, implementing and managing online marketing strategies and e-Commerce initiatives for such companies as General Mills, Blue Cross Blue Shield of Minnesota, American Standard and Harley Davidson generating over $2 million dollars in new business.
- Responsible for end to end Project Management of Project Budgets ranging from $15,000 to $1.2million dollars.
- Document and manage all aspects of contract fulfillment throughout each projects lifecycle including project planning, workflow management and vendor negotiations.
- Serve as a liaison between technical development, marketing/sales, content team, and customer service with a leadership role in the development and maintenance of digital products for growth and profitability, including coordination of product development responsibilities for assigned products/categories.
- Set strategic roadmap initiatives, resulting in net new product offerings and phased enhancements, through analyzing customer needs, collaborative prioritization with business partners, and evaluating emerging technologies
0-5 years of experience
Engagement Manager specifically for clients (Google, Thomson Reuters, Hanes) using our propriety compliance software to determine risk of their business partners which supports up to 60 different languages.
- Help develop roadmap plans with engagement teams and clients to ensure software remains current with compliance regulations and meet the needs of our clients.
- Create on-boarding documentation and artifacts to initiate project (charter, cost & schedule, risk documentation).
- Work with business client to understand business requirements/user stories to prepare project documents for on-boarding such as SOW, RFP to create cost and time estimates.
- Manage cross-functional technology teams to vet and assess budget cost and time schedules, mitigate risks, and action plans for issue resolution.
- Host meetings with business and technology leadership to update project status.
- Leverage Agile SDLC methodologies with internal and outsourcing development resources.
- Leverage large offshore development vendor in Argentina, Ukraine and India to mitigate cost, quality, and time zones.
- Member of a virtual team and works remotely based in Minneapolis, MN.
0-5 years of experience
- Coordinate daily operations for 20+ employees, providing support in 17 languages to 45,000 [company name] partners in 44 countries worldwide
- Drive the marketing operations, analytics, and global campaigns of the Partner Marketing Center
- Implement and drive executive dashboards, reporting, and consistent team processes
- Manage global operations and infrastructure supporting the marketing teams located in North America, Europe, and Asia
- Lead all team training and process implementation
- Develop team strategy for regional adoption and utilization
- Direct all global campaign engagement with regional Partner Marketing Center leads and stakeholders
0-5 years of experience
Engagement Manager / Project Manager for various multiple consulting engagements that are ongoing with clients. Client relationship building, executive level communications, presentations, reviewing and monitoring quality of client deliverables, supervising engagement teams, and scoping and estimating new engagements.
- Estimate and scope new project opportunities in support of the sales professionals
- Performance manage engagement teams
- Manage day to day engagement delivery teams
- Provide detailed tracking of client deliverables
0-5 years of experience
Developed food policy platform in conjunction with National, State and local leadership focusing on increasing utilization of childhood feeding programs in southeastern Michigan. Through our joint efforts we have seen a 40% increase in the number of children being fed through these programs which amounts to approximately 1 million extra meals being served in the region.
- Developed health care platform and policy perspective for the organization while implementing health care registration and enrollment fairs.
- Supervised over 50 volunteer staff and AmeriCorps VISTA members.
- Coordinated community engagement for summer feeding program rebranded as “Meet Up & Eat Up.” Facilitated 10 organizations into canvassing teams which knocked on 45,000 doors in the city of Detroit & Pontiac and had approximately 10,000 conversations with community members to invite their children to participate in free summer meals for kids.
- Managed a network of 2,000 individuals across community based organizations, churches and social services agencies to improve the quality of life for the residents of Detroit and Wayne County.
10+ years of experience
Managed all phases of Enterprise Profitability projects including pre-sales engagements, contract development, project planning, project status reporting, profitability model design, technical integration, model validation, training and implementation
- Expertise in profitability and cost modeling across a wide variety of vertical industries with Fortune 500 clients including financial services (Aon, Bank of Oklahoma), sports management (NCAA), health care (MD Anderson, UCSF), logistics (FedEx, UPS), Food Services (SuperValu, Safeway), manufacturing (Timberline, Tampa Bay Steel), chemicals (Canada Colors) and many more.
- Application design and DB development of “Acorn Advanced Analytics” product enabling users to define and process an OLAP profitability cube in a matter of minutes
- Created “Acorn Universal Connector” product automated model data load and data integrity validation testing/reporting
0-5 years of experience
Management of Store Engagement team, which includes associate scheduling, hiring, firing, career development, and performance evaluations for entire store.
- Ensuring salary cost expectations are met.
- Providing accurate and timely reports and employee analysis to Department Managers.
- Ongoing education of policies and procedures to employees in line with corporate vision.
- Management and delivery of “manager of the day” program.
- Training of new hires and on-boarding process.
- Working closely with Department Managers and Supervisors to ensure highest customer service objectives.
- Assisted Store Director with Assistant Store Manager Duties, including salary budget forecasting, store promotional events, and senior management scheduling.
0-5 years of experience
Maintain a positive and inclusive associate relations environment by championing and supporting Associate and Management needs in the store.
- Customer Service Manager- ensuring CustomerFIRST is an ongoing focus within the store.
- Drive sales and profit through people by monitoring the sourcing and selection process to ensure acquisition of the best possible resources and candidates for open positions.
- Responsible for scheduling within store and Manager of the Day Program.
- Drive the Store’s Associate Engagement activities including all training, hiring and selection, feedback/coaching, performance reviews, and disciplinary actions.
- Own the metrics of the Human Resource Scorecard encompassing turnover, training certification, engagement, safety and diversity.
- Perform store opening and closing procedures. Support shrinkage control programs.
- Develop and submit staffing plans, appraisals, pay raises, and event execution plans.
- Ensure Human Resource systems are understood and effectively used by all Associates as appropriate to their needs.
0-5 years of experience
Lead on multiple accounts across two pharmaceutical companies.
- Manage media/PR projects from conception to completion by working closely with team members within a set deadline and adhering to budget.
- Build strong relationships with clients and colleagues and operate as day-to-day client contact during activities.
- Coach and support junior staff by providing ongoing feedback.
0-5 years of experience
- Design and Architect sales analytics data marts and sales dashboards across all the major brands at AbbVie. Over 2000 field users across US benefited through implementation. Tech stack of Teradata/Informatics/Qlikview
- Participate in proposal/SOW processes. Identify new business opportunities and define plans to achieve revenue targets (around 2M USD).
- Plan staffing, manage finance/invoicing, make hiring decisions and work across accounts (Kohls, AllState) in the big data space
- Work with Business, Analytics and IT stakeholders to optimize for various initiatives
- Map and document IT processes, related workflows. SPOC for all client touch points
- Initiate discussions on big data use cases with AbbVie stakeholders from R&D division.
6-10 years of experience
- Developed industry, market, competition, segmentation and company analyses & benchmarking, macro trend and KPI analyses, market gap and market entry strategies, partnering & distribution strategy enhancement projects, channel checking, market & segment surveys, business cases, business models & business plans designs for Fortune 500 clients in IT, Healthcare, Industrials, Financials & Consumers.
- Selected, tested, negotiated and managed support with IT vendors for new software, website design and survey services acquisitions. Oversaw website remodeling with IT vendors selected by supervisor.
- Representative projects: For a Global 50 integrated IT group: toys, outdoor games & video gaming megatrend analysis for the creation of a video gaming concept for its global gaming unit. US competitive survey of its storage channel partners. Trend and IT spend analysis of the US healthcare vertical, peers comparison of its US distribution channel and competitive analysis of the imaging and EHR ISVs market for its SMB team. Growth drivers’ analysis of the Indian BPO competitive environment for its core strategy team. For a Global 100 IT services group: green innovation and global warming megatrend analysis for its core strategy team with a focus on the profitability impact by sector, sub industry group and geography. Public and private KPIs and IT spend analysis of US and emerging Global 500 telecom operators. For a Global 300 logistics group: strategic review to identify undiscovered markets for a new tracking device.
10+ years of experience
- Managed customization IP products for Tier I customers from initial feasibility discussion to final IP/Service delivery, managed their IP needs for all projects, and led M/TRMs by working with different functional groups
- Evangelized “In-Design†concept for rail analysis solution for a tangential market. Responsible for all aspects of product marketing, including product pricing, positioning, strategy and promotion. Achieved 3 customer adoptions, 6 successful tape-outs within 5 months of introduction
- Built and inoculated an industry leading transistor-level static timing solution
- Managed day-to-day product marketing activities, handled escalation from customers, provided collaterals for sales, presented product update to customers, defined and executed out-bound marketing activities, and championed at industry-wide events
- Identified and managed a partnership program for a simulation solution. Worked with foundries to gain and maintain “sign-off†certification status
- Won 3 business unit recognition awards for my significant contribution in the last 5 years
0-5 years of experience
- Engagement Manager – Large North American Direct Bank (Chicago, US)
- Managing relationships for Core banking transformation program
- Responsible for managing customer escalations and contractual issues.
- Account mining and new revenue growth engines.
- CVS and engagement feedback initiatives.
0-5 years of experience
Drives sales and profit by developing a highly engaged associate team. Leads all associates engagement processes, tools, programs and policies to retain, attract and develop the best associates in retail and to ensure that Store teams have a CustomerFIRST focus.
- Maintains a positive and inclusive associate relations environment by championing and supporting associate and Management needs in the Store; ensures CustomerFIRST remains an on-going focus of the Store. Ensures that the WINNING TOGETHER Principles are understood and supported by both hourly associates and Management. Maximizes engagement through analysis of the annual WINNING TOGETHER survey results with the Store Manager and partners in the development of action plans. Encourages and supports dynamic meetings between associates and management.
- Drives sales and profit through people by coordinating the sourcing and selection process for the Store to ensure the Store is staffed with qualified, motivated, and empowered associates. Recommends final candidates for all hourly and Store management position openings to the Store Manager for approval.
- Executes and manages the Sell Floor staffing strategy to maximize sales and CustomerFIRST results. Responsible for completing jTime sell floor schedules and monitoring the key levers that support the optimization of the jTime scheduling process with proper allocation of appropriate full-time to part-time ratios. Responsible for the implementation and scheduling of the Manager of the Day (MOD) program within the Store
- Coordinates productivity standards performance review and communication with Sales managers and Salon Leader to ensure monthly commission and Salon productivity standard process is consistently executed and that follow-up action is taken.
- Drives the Store’s associate engagement activities including CustomerFIRST, training, hiring and selection, feedback/coaching and disciplinary actions. Coordinates/conducts performance appraisal and career discussions for Management and Supervisory associates as appropriate. Drives Individual Development Planning for all associates.
- Effectively assesses training needs and delivery, and executes development and training programs including training on find more, Credit, Gift Card and other programs. Ensures training certification goals and standards are met. Ensures training is provided in all Associate Relations and Human Resource issues. Ensures all associates with supervisory responsibilities are trained in relevant federal, state and local employment laws.
- Owns the metrics of the HR Scorecard- turnover(hourly, management, & supervisor), training certification, engagement, safety and diversity. Implements practices and programs to improve HR metrics in the Store.
- Approves returns, adjustments, refunds, and exchanges to achieve a positive customer experience within the Company guidelines and in support of the Company’s Satisfaction Policy.
- Performs Store opening and closing, and MOD duties as required. Understands and supports Store shrinkage control programs. Performs the basic responsibilities common to all management positions within the Store.
- Supervises the Training Supervisor, Store Engagement Supervisor and coordinates with all management and supervisory Associates to ensure accurate performance of assigned duties.
0-5 years of experience
Promoted to Engagement Manager from Business Analyst
- Communicate project status to stakeholders and best practices throughout the implementation lifecycle
- Gather, analyze and translate business requirements into deliverable documentation and comprehensive solutions
- Prepare training materials, status reports, requirements and design documentation
- Develop reports and dashboards to support analytics requirements
- Build custom Salesforce solutions
- Manage project team members to work to timeline and budget
- Support team members to accomplish project tasks
- Train end users on customized applications
Engagement Manager Duties and Responsibilities
An engagement manager’s responsibilities vary from company to company, depending on location, size, and hours, but a few core tasks are almost always associated with the job. Based on job listings we analyzed, an engagement manager’s duties typically involve:
Liaise with Clients Engagement managers oversee the customer service operations within a business, dealing with customers directly and often as their first point of contact. They help clients to implement their services and plan projects more effectively, often setting up “discovery sessions” with key stakeholders to identify issues and ways to improve.
Analyze Business Data In order to gain a clear overview of the company’s status, engagement managers analyze financial data, such as revenue, expenditures, and project budgets, to write more relevant and accurate proposals. From this data, they can create and implement an action plan, once they’ve gained the client’s agreement for each initiative within the project.
Manage Projects A key aspect of an engagement manager’s role is to boost morale and build productivity within teams for better and more efficient execution of tasks and projects. Engagement managers lead on many different projects to ensure cohesion between project teams and to make sure that projects meet the initial brief from the client. Often, they conduct meetings with employees and clients to find solutions to problems and strengthen partnerships.
Identify Upselling Opportunities Engagement managers identify new concepts for products and find ways to upsell or cross-sell to increase revenue and build brand awareness. They also recommend new systems and procedures to amplify productivity, which may include organizational changes to make these processes more efficient.
Prepare Reports on Project Performance Engagement managers track the progress of each project and work to manage the resources and timescale for each one, including the teams working on them. They prepare reports on these projects to identify achievements and goals met as well as to highlight any areas for improvement going forward. They also conduct performance reviews and carry out resource management duties.
Engagement Manager Skills and Qualifications
Engagement managers should be strong communicators, both written and verbal, with great leadership skills and the ability to multitask. Typically, employers require a bachelor’s degree in a business or industry-related subject, previous project management or sales experience, and the following abilities:
- Management skills – engagement managers develop and manage relations between teams at multiple levels of a company, so they need excellent management and communication skills
- Organization skills – engagement managers need to multitask and organize both their time and the schedule of the project, as they often work on various projects and with multiple people at once. Strong organization skills are a must to ensure that all tasks are completed to the appropriate deadline
- Customer-oriented approach – companies depend on excellent business-to-customer relationships to succeed and build revenue, so engagement managers must keep the customer at the forefront of their mind when developing plans and identifying opportunities to win new clients
- Business acumen – engagement managers need a keen understanding of what to do in any business situation, as each project will have unforeseen circumstances or challenges that are unique to that industry. This requires making adjustments and knowing what options are available to implement the appropriate plan changes
- Problem-solving skills – as issues arise between teams or within the project, engagement managers must find solutions and liaise with team members to quickly mitigate these challenges so they don’t affect project outcomes
Engagement Manager Education and Training
The minimum requirement to become an engagement manager is a bachelor’s degree in a subject relevant to the company’s industry. For applicants looking to gain a competitive edge in the job market, specialized education or expertise in the technical aspects of the relevant industry would be advantageous to their resume, as would a master’s degree, which many employers prefer. In addition to these education requirements, employers typically request a minimum of two years of demonstrable experience as a project team member.
Engagement Manager Salary and Outlook
The median annual salary for engagement managers is $86,000, according to PayScale. Engagement managers in the 10th percentile earn around $45,000 a year, while the highest paid earn almost $142,000 annually. This figure includes bonuses that can reach as much as $30,000 and profit-sharing opportunities that can reach up to $16,000. Some engagement managers can see commission figures as high as $31,000. A large number of engagement managers receive medical coverage from their employers, and many also receive dental insurance. The Bureau of Labor Statistics predicts this profession will grow 14 percent through 2026.
Helpful Resources
Below we’ve collected some of the best resources to help you learn more about a career as an engagement manager:
The Community Manager’s Playbook – this book explains how to develop a competitive advantage to impact sales and teaches readers how to identify their target audience and influence their needs
Manager’s Guide to Business Planning – the difference between success and failure is a well-structured plan, and this book helps readers develop long-term strategies that will generate great results. From measuring success to prioritizing initiatives and running business reviews, engagement managers will find this reference guide incredibly helpful when working with new customers and companies
Business Analysis Consultants – created to help anyone working in the business analysis sector network and share knowledge, this LinkedIn group is a great place for engagement managers to learn new skills and techniques, network with others in the field, and stay up-to-date with the latest business news
TinyPulse – centered on employee engagement and company culture, this blog has a wide variety of posts that focus on important and useful topics within this industry, from motivating teams to developing project management communication skills
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
