A highly accomplished Customer Experience and Marketing Executive with a extensive background in the strategic disciplines of Consumer Insight, Customer Analytics, Customer Experience management and Marketing. Experienced in leading across diverse network of operations that includes dozens of Global markets and Canada. Performance oriented with proven success in identifying consumer driven strategic opportunity, developing plans of action, securing organizational buy-in and then achieving the desired result through effective change management and implementation. A thoughtful leader who thrives in complex, dynamic business environments requiring strong internal collaboration, focused decision making and team based execution.
John was most recently the Senior Vice President Marketing, International Banking at Scotiabank. In this role he had the mandate for all maintaining oversight and governance of all marketing strategy and execution across 33 International markets. Functional responsibilities ranged for annual marketing planning, Brand, Consumer Insights & Analytics, CRM/Direct Marketing, Divisional Operating Model, as well as Sponsorship & Philanthropy strategy. Prior roles include Senior Vice President Sales & Service Customer Experience. Johnís mandate extended from defining retail customer experience / sales & service strategy & operations in 30+ International Banking markets and partnering with Line Executive to drive implementation, sustainment and retail growth. Functionally, this involved all elements of the retail sales strategy, including the customer segmentation strategy, the sales process, sales management standards, reward & recognition and measurement including all enabling technology.
Johnís value-add to an organization is his extensive business acumen, deep understanding of the consumer coupled with customer analytics and his proven ability to act and deliver the desired business results and organizational change.
CMO, Senior Vice-President, Vice-President, Customer Experience, Consumer Insights and Analytics
Medium to large sized organizations, private or publicly traded, looking to grow organically through differentiated customer experience, as well as mergers and acquisitions
Financial Services, or organizations in other retail sectors with large retail customer portfolios