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Director of Front Office
MasterCraft Boat Company
21 yrs 2 mos
Director of MCBH IT - Front Office Business Processes & Systems
Full-time
Jun 2021 - Present · 5 yrs 1 mo
Promoted to an expanded front office business role, directing all MasterCraft Boat Holdings (MCFT - NASDAQ) brand - MasterCraft, Aviara Yachts, Crest and Balise Pontoons – websites, applications, software, platforms and processes. Driving purposed experiences, continuous improvement and innovation for all consumer facing digital properties, as well as dealer network systems, processes and programming. Directing and supporting meaningful end-to-end consumer and dealer experiences, as well as Salesforce and Salesforce Marketing Cloud business processes, MCBH enterprise information systems integrations, analysis, master transactional data custodianship and regulatory/control compliance.
Brand Development, Customer Experience and +5 skills
eBusiness Director
May 2009 - Jun 2021 · 12 yrs 2 mos
Vonore, TN
Director for all MasterCraft Boat Holdings, Inc. (NASDAQ: MCFT) front office websites and digital applications for the brand holdings: MasterCraft Boat Company, Aviara Boats, Crest Pontoon Boats and NauticStar Boats. Primary business owner for the multiple award winning MasterCraft.com website, ESPN XGames/MasterCraft Throwdown website, NASDAQ: MCFT Investor Relations site, as well as numerous digital apps to include the marine industry's lauded "Design-A-Boat" application. Launched MasterCraft’s Salesforce and Marketing Cloud platforms to enable consumer delight and predict their behavior. A Certified Consumer Experience Professional (CCXP) and expert, thru Salesforce / Salesforce Marketing Cloud, producing MasterCraft's consumer digital marketing, CRM business systems, consumer journeys, designs and brand management. Successfully launched the MasterCare Customer Relationship and Call Center teams that delivers a 19% conversion rate of leads to boat sales.
Partnered with Harley-Davidson's Parr Moto Team to grass-roots develop, train and launch the industry leading MasterCraft Enthusiast Experience Program to the entire dealer network resulting in $8.7M in new, retail boats sold. Launched a new, luxury "Aviara" yacht brand to the marine industry, introducing an elevated open water experience by fusing European styling with effortless technology. Directed and enabled strategic partnerships and alliances with GMC, GoPro, Cirrus Aircraft (50th Anniversary), XGAMES, Barrett-Jackson, Blackberry Farm, as well as countless celebrities.
Customer Satisfaction, Communication and +1 skill
Webmaster
May 2005 - May 2009 · 4 yrs 1 mo
Initially hired on as MasterCraft Boat Company’s webmaster – managed all design and development for all of the MasterCraft brand websites and digital applications. While in this role, received the 2008 “Best Website Overall” in the Marine Industry from the National Marine Manufactures Association (NMMA) and Boats.com. Awarded Gold and Silver ADDY Awards for both the MasterCraft.com website and the Design-A-Boat (DAB) application.
Website Building, Web Development and +3 skills
Web Services Manager
Philips Consumer Electronics
May 2001 - May 2005 · 4 yrs 1 mo
Responsible for the Philips.com and Magnavox.com service websites for Philips Consumer Electronics - North America. A winning Project Manager that thrived under pressure to successfully complete numerous high-profile projects, including the brand separation of the Philips and Magnavox brands, Call Center Program Excellence, as well as the Service Transformation Change Management Initiative. A certified Green Belt and respected lean manufacturing authority in the role as a Philips BEST Quality Auditor. Recipient of the "Vision" award for innovation and forward thinking, as well as the prestigious "2005 President's Award", 1 of 5 awardees selected from North America.
Web Design, Website Building and +3 skills
