Marketing Operations Manager/Client Support Manager

MARGARET SIMS

**** *. ******** ***. ******* IL **618 773-***-**** *********@*****.***

www.LinkedIn.com/in/MargaretSims

I am the General Patton of the consumer packaged goods industry and excel in an environment where I organize departments, mentor direct reports and streamline processes that result in significant ($100k+) cost-saving measures and retention of employee talent. My experience in IRI and Nielson databases allows me to prepare in-depth analysis of segment-specific data and make substantial recommendations to various teams and upper management regarding measurement, quantification and evaluation of the success of various marketing, retail and supply chain initiatives. Revising internal modalities and increasing competencies, mentoring people, and creating useful analyses and reports are several of the areas that get me excited to come to work every day.

EXPERIENCE

Customer Service Manager, Vita Food Products, Chicago, IL 2010 to Present

Manufacturer of seafood and sauces

I was hired to bring the customer service department up to the next level for future growth. I revamped the department to create a more knowledgeable and efficient customer service team through cross training and mentoring employees starved for focus and direction. I am at the epicenter of working with brokers, retail and logistics resolving issues on a daily basis in addition to creating analysis and reports for sales.

• Created first time monthly customer service analysis of customer complaints for upper management to understand product issues and create solutions. This info was also valued by Quality Assurance and provided documentation for FDA audits. Department resolved 250-350 calls monthly.

• Eliminated missed customer orders and reduced errors by implementing daily quality control checks

• Created a customer service library to help CS reps answer a myriad of consumer issues/questions quickly and accurately and also provide customers with pertinent product info.

• Created work instructions for every task so that any team member or new employee could easily do a task if someone was out. Documentation was crucial to cross-training and ensuring everyone had the same knowledge

Operations Manager, Bridgenet Solutions, Chicago, IL 2009 to 2010_

Independently owned third party logistics provider specializing in supply chain cost reductions and shipping analytics.

I assumed control of a chaotic department that had little organization or managerial infrastructure currently in place. Within a few months I increased account performance by proactively understanding customer business needs, uncovered $10K in past-due logistics bills, and instituted processes and procedures to ensure future timely payments to parcel and freight carriers.

• Created KPIs for each customer account to understand performance and effectiveness

• Created a weekly analysis report for upper management based on the intersection between account manager time spent on projects vs. revenue generated by the customer. Management then used this data to negotiate contracts based on real time spent on accounts versus initial projections.

Data Manager, Nielsen Company (Spectra), Chicago, IL 2004 to 2008_

Global leader in consumer and shopper insights, demographics, segmentation and targeting for the consumer package goods industry.

I was the primary liaison for retail database questions, ad-hoc project pricing and marketing collateral. I implemented an ad hoc pricing structure that generated additional revenue streams focused on small to mid size clients and potential clients. I also created a standard web-based pricing tool that was adopted by other business units, finance, client service and marketing departments. This tool was critical to ensuring consistent pricing and discounting policies.

MARGARET SIMS 2/2

• Led strategic revamping of retail site directories from paper to electronic format, increasing sales by 5%.

• Expanded retail site database to include regional retailers to drive retail channel sales and value for clients

• Decreased data inquiries by identifying and removing obsolete data resident in software applications

Operations/Client Support Manager, Market Track, Chicago, IL 2001 to 2004_

Print feature tracking service providing category analysis for leading consumer package good companies

I was hired as a consultant to revamp the retail ad collection department that was neglected and under-managed, and charged with finding cost saving measures. I uncovered $20K in cost savings during the first 4 months of my investigation. I provided training, created QC checks, mentored and empowered staff of 3-8 to take ownership of their tasks and turned an ill perceived department around to become the shining star of the company. I was then hired on permanently to analyze CPG categories to create client cost proposals for manufacturing and retail clients in addition to managing and mentoring another department that was struggling.

• Created a first time ad hoc revenue stream by tracking sales ad of historical data for resell

• Devised an automated price tool by working with developers and was able to reduce FTE by one person

Web Content Acquisition Manager, ShopLocal, LLC, Chicago, IL 2000 to 2001_

Provides consumers with local shopping comparisons via the Web for brick and mortar stores.

I acquired promotional comparison-shopping content from mall stores by implementing a mystery shopper program to boost retail listings on company website. I saved $100K annually by analyzing and redesigning the data collection process from daily newspapers after this upstart dot.com changed business plans 4 months into my position and needed to find cost savings measures.

Operations/Project Manager, Information Resources, Inc., Chicago, IL 1986 to 2000_

A global leader in marketing information and data procurement for the consumer package goods industry.

My first career position out of college was building the Nashville field office from scratch. I managed a $250K budget and 15 direct reports collecting product data across retail stores in 3 states. I was awarded ‘Best in Market’ for keeping yearly costs minimal. After 7 yrs in the field, I transferred to HQ and managed communications oversight of 75 field offices and home office; served as company’s subject matter expert for store data, field information and client/system troubleshooting.

• I was the voice of the field at headquarter level. I designed and implemented a wide range of reports and business forms for tracking market activity, created instructional video and related training materials to meet field needs and helped identify cost savings and streamline operations

• Developed and implemented an internal survey to recognize and resolve quality issues and optimize overall field productivity

• Internal point person for company and clients for data collection feasibility and field related questions and issues

• To further my growth, I transferred to managing retail tests that measured product viability for clients such as Frito Lay, ConAgra and Wrigley.

EDUCATION & TRAINING

Bachelor of Arts in Marketing & Management; Middle Tennessee State University (Murfreesboro, TN)

Professional Training: Presentation Skills, Business Writing, Effective Management and Project Management

Technical Proficiencies: Microsoft Excel, Word, Powerpoint, Dynamics GP, Project Manager, Access and other industry-specific applications

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