Customer Success Strategic Planning

Lee Hardy

*.***.*****@*****.*** 864-***-**** Jacksonville, FL, 32259 LinkedIn

Director of Operations

Accomplished leader with a strong background in optimizing processes, improving productivity, and ensuring seamless business operations for maximum efficiency and profitability. Proven track record of enhancing customer satisfaction, retention, and revenue growth. Adept at developing and implementing strategic customer success initiatives, enhancing processes, and leading cross-functional teams. Extensive experience in multi-unit retail management in grocery and CPG industries. Demonstrated ability to drive exceptional customer success through building and nurturing customer relationships. Skilled in strategic planning, expense control, and merchandising.

CORE COMPETENCIES

Operational Excellence Strategic Planning & Execution Business Development Project & Disaster Management Communication Business Systems P&L Oversight Supplier Relationship Management Team Leadership Contract Management Team Development Productivity Enhancement Budget Administration Salesforce MS Office Suite Merchandising Inventory Management Vendor Management WFM Systems

CAREER HIGHLIGHTS

Proactively improved operations, boosting efficiency, reducing costs, and increasing profitability while sustaining sales/EBITDA.

Identified negotiation gaps and saved $450K over a 3-year contract, with no service disruption or supplier change needed.

Introduced delivery/pickup in 320 stores, achieving 1.5% sales penetration and enhancing revenue and convenience.

Transformed Salesforce Center with cloud migration, reducing call volume by 15% and boosting operational efficiency.

Saved $350,000 annually by optimizing a waste hauling contract in the store services department.

Established retail communication strategies and merchandising plans to support key strategic initiatives across 400+ stores.

Implemented workforce management system in 425 stores, improving scheduling and task-based assignments.

Increased company SCO usage from 35% to 58% in 2 years, saving $4.5M without affecting customer satisfaction.

Achieved $36M in labor efficiencies through process improvement and tech applications.

Transitioned from sales per labor hour to task-based labor model, saving $6M and reallocating 25% of labor.

Created a rating system to identify the top potential store list for expanding self-checkout units to improve labor efficiency.

Developed and implemented a strategic plan for labor efficiencies to address current and future budget requirements.

Managed Health Benefit Card program for the company, working with Solutran, Incomm, Filtered Spend and SODA Health to grow SEG’s market share and sales in the healthcare segment.

PROFESSIONAL EXPERIENCE

Director of Store Support Southeastern Grocers, Central Operations - Jacksonville, FL 2022 – 2025

Supervise two call centers, including an internal help desk for store support and a customer-facing call center aimed at enhancing the overall customer experience. Maintain budgetary compliance for various expense categories, including supply procurement, waste management, floor care, and other ancillary items, ensuring cost-effective operations. Act as the lead for the company's emergency operation committee, primarily focused on disaster planning for weather-related events, especially hurricane impacts.

Key Contributions:

Drove revenue growth by managing front-end and customer-facing services within budget constraints.

Negotiated contracts with suppliers and vendors to reduce expenditures and secure more advantageous terms.

Optimized organizational systems to ensure scalability and agility in response to changing demands.

Played a key role in recruitment, hiring, and training of team members to build a high-performing support team.

Led management meetings to foster collaboration and build a culture based on trust and group problem-solving.

Provided insights and support in decision-making processes in collaboration with top-level leadership.

Fostered strong partnerships with vendors to ensure availability of essential resources and services.

Established regional focal points to streamline actions and minimize losses and damages during crisis events.

Director of Workforce Strategies Southeastern Grocers, Central Operations - Jacksonville, FL 2019 – 2022

Proactively assessed cross-functional program effectiveness, developing solutions for large-scale implementation. Managed a team of industrial engineers and operations managers tasked with increased workforce efficiency to achieve budgeted labor spend annually. Evaluated and understood region's geographic and economic factors driving various operating challenges and used that knowledge to drive process improvements. Sought process improvement changes for the benefit of the business and associates.

Key Contributions:

Trained team and regional leadership on new programs for effective implementation and support at the store level.

Planned, oversaw, and guided labor studies, department reviews, and labor standards updates.

Implemented auto-scheduling for in-store personnel to enhance scheduling precision and timing, leading to boosting sales, productivity, and minimizing idle time by ensuring the right people are in the right place at the right time.

Developed, measured, and oversaw standardized procedures for store associates in four retail banners.

Managed multiple complex projects to meet business goals on time and within budget.

Spearheaded emergency operating committee to protect assets and personnel during crises.

Expanded SCO (self-check outs) locations by adding an additional 155 sites.

Executed consistent procedures, boosting store productivity and aligning with labor budgets.

Worked with business partners to gain trust and establish collaboration for all process improvements.

Merchandising Operations Manager Southeastern Grocers, Central Operations, Jacksonville, FL 2017 – 2018

Served as the operational liaison bridging the gap between merchandising and Retail Operations, optimizing collaboration and information flow. Crafted and executed merchandising policies and procedures that align with company's objectives and standards. Monitored/managed inventory levels to prevent overstock or understock situations, focused on optimizing supply chain efficiency.

Key Contributions:

Developed weekly merchandising plans for four banners within SEG fleet that increased sales and achieved budget targets.

Devised and executed programs and plans for Retail Ops, ensuring seamless implementation of key merchandising initiatives.

Analyzed sales data and market trends to identify opportunities for product assortment adjustments/pricing strategies.

Additional Experience:

Regional Sales Manager Nestle Waters North America, Greenville, SC 2012 – 2014

Devised and executed regional sales strategies to achieve targets.

Led and mentored a sales team to drive revenue growth.

Fostered strong customer relationships and identified new business opportunities.

Sr. Manager of Merchandising Operations Southeastern Grocers, Central Operations - Jacksonville, FL 2019

Played a crucial role in optimizing sales and minimizing excess inventory by monitoring and adjusting allocations.

Set performance goals, conducted performance reviews, and provided ongoing feedback to team members.

Utilized data analytics and reporting tools to track and evaluate key performance metrics related to merchandise operations.

Store Manager Southeastern Grocers, BI-LO Banner, Spartanburg, SC 2014 – 2017

Ensured a high level of customer satisfaction by maintaining a welcoming and helpful store environment.

Addressed customer inquiries, complaints, and feedback promptly and effectively.

Developed and executed comprehensive strategies to achieve sales and profitability goals.

Store Director Bi-lo Holdings, LLC, Boiling Springs, SC 1992 – 2012

Managed multiple Bi-Lo retail locations across the Upstate, ensuring smooth operations and compliance with OSHA regulations.

Led HR functions, including training, hiring, and interviewing, to build a skilled and compliant workforce.

Achieved consistent revenue growth and increased market share through strategic leadership and initiatives.

EDUCATION & CERTIFICATIONS

High Impact Presentations and Immersion Course - Dale Carnegie Training of Central Florida - Port Orange, FL 2023

Prosci – Taking Charge of Change – Jacksonville, FL 2023

MOST Certification: Labor Studies and Analytics - Accenture – Florida 2021

National Food Safety Certification 2016

Business Management - University of South Carolina at Spartanburg - South Carolina

AWARDS & RECOGNITIONS

2023 - Valedictorian of Advanced Leadership Training from Pinpoint, DDI

2018 - Southeastern Grocers Central Operations Associate of the Year

2018 - Caring Passionately Award Recipient Southeastern Grocers

2015 - President's Club for Nestle Waters North America, Sales

2007 - President's Club for BI-LO, LLC - Highest EBITDA increase

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