John Obrien

Director of Business Intelligence @PCCA

Develop and manage enhanced service programs and benefits for PCCA\'s Members. Responsible for the overall Member Experience and satisfaction including on-line web experience with PCCA\'s member\'s only website. Served on 3 Advisory Councils which included PCCA executives and a panel of PCCA customer to address strategic issues facing the company Lead a team of Analysts in the development of more than strategic driving reports and dashboards Develop and conduct customer surveys, focus groups and market research for the purpose of advancing the company’s products and services Create tools for the sales and service teams to quickly identify sales opportunities Redesigned and enhanced the customer loyalty program and customer benefits to better engage customers and encourage sales growth for PCCA Oversee the management of more than 20 executive peer to peer sharing groups designed for our top customers to share best practices in order to grow their individual businesses Design and facilitate the annual 2 day Concierge Symposiums which has between 80 to 100 participants