Senior Manager, Retail Strategic Initiatives
Executive Leadership Team: Member of both the T-Mobile Retail Transformation and Enterprise CRM steering committees.P&L Responsibility: Managed annual budget of $2.7M OPEX and $25M CAPEX.Sales & Service Concept Development: Formulated and implemented a service concept providing a unified process for consultative selling, order entry, configuration, provisioning, fulfillment, and tendering utilizing the product & service to demonstrate value. Increased density potential of POS stations 10x to optimize customer flow/queuing and payroll. Developed a 5-year roadmap and implemented eight projects to support three releases over 18-month period. Service Excellence and Payroll Optimization: Designed and implemented a labor budgeting and scheduling prototype to provide a short-term solution for Store Operations while enabling qualitative and quantitative support for business case development to secure funding for IT solution and business governance. Developed a 5-year workforce management roadmap and implemented first three phases for 1,400 stores. Consensus Building and Talent Development: Created a program to identify exemplars in sales front-line and leadership positions to partner with corporate teams to promote two-way comprehension of roles, processes and inherent opportunities while developing a talent pool required to establish a national retail operations team. Success Measurements:· Members routinely recognized as a critical success factor in project and transformation efforts.· Twenty percent of the newly established Retail Operations team graduated from the program.· Functional teams in Accounting, Marketing, IT and Supply Chain recruited 19 graduates.· Program was expanded in 2007 to include all field teams.
8 recommendations available upon request