Director, Market Research
Hilti North America
Spearhead and command strategic research goals of sustainable intelligence management, focused knowledge development and deployment while administering an annual budget of $2.5 million. Lead a team of 4 specialists and managers in all facets of workflow planning, budget development and staff reporting.
ENTERPRISE IMPACT: * Realized $1million in incremental sales within first 9 months of execution due to CRM database implementation of 80,000 new high value prospect accounts. * Re-engineered measurement of worldwide customer satisfaction which targets customer experience and customer events at various touch points. Proposal accepted by global peers across other key market organizations with initial sensing results expected July 2010. * Orchestrate and deploy primary research for new product development satiating a $60 million average annual pipeline. Driving current initiative to reorient customer satisfaction measurement by tracking at an event experience level with objective to improve linking insight to actions to financial impact. * Developed and implemented an intelligence management model to facilitate modeling market structure that calculated customer potential leading to improved targeting of marketing collateral through campaign management which resulted in an increased account penetration with broader product offerings. * Exceeded corporate wide average employee satisfaction ratings by 4 points achieving strong team performance.