Brett Arney
Customer Experience Manager @Fender Musical Instruments Corporation
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WORK HISTORY
Customer Experience Manager @Fender Musical Instruments Corporation
Key responsibilities• CX strategy: Define and execute a comprehensive CX strategy that aligns with Fender\'s overarching business goals of increasing customer lifetime value and engagement.• Customer journey mapping: Map and analyze the end-to-end customer journey for both instrument buyers and Fender Dealers. Identify key pain points and opportunities for proactive improvements.• Data analysis and insights: Use data from customer feedback, CRM systems, and digital analytics to understand customer behavior and preferences. Leverage these insights to drive business decisions.• Cross-functional collaboration: Partner with teams in product development, marketing, sales, and logistics to ensure customer-centricity is a priority across the entire organization.• Retention and loyalty initiatives: Design and implement programs aimed at driving customer retention and increasing loyalty, with a specific focus on cross-sell and upsell opportunities for Fender products.• Feedback management: Oversee customer feedback channels, including surveys (NPS, CSAT), social media, and support interactions, to continuously gather actionable insights.• Reporting and KPIs: Establish and monitor key performance indicators (KPIs) for customer satisfaction, loyalty, and engagement, and report findings to leadership.• User advocacy: Champion the needs of the customer within the organization, influencing internal stakeholders to prioritize the customer\'s perspective.
EDUCATION
South Eastern School of Music
AMEB accredited, Music Performance, General
Musicians Institute
Music Theory, Composition and Performance
SKILLS
ABOUT BRETT ARNEY
A 20+ year music industry veteran with a proven track record of success in sales, operations and management. Worked in major markets nationwide such as Los Angeles, Chicago, Nashville and Miami. Experienced in both retail and vendor management. Developed and led multiple teams of up to 80 employees with outstanding success. Dealt with an extreme variety of employees and clients. Very adept at customer relations, HR compliance, executive and relationship selling, implementing change, conflict resolution and development of training materials for use in the field and on the sales floor. Most recently charged with transforming a Consumer Relations call center team into a viable and profitable Direct to Consumer sales force to grow with the increase in eComm traffic. Works closely with all departments to relay important field information regarding consumer satisfaction, quality control, shipping issues, emerging trends and other valuable intel.
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