Melissa Porter

SVP, Customer Solutions @Tailored Brands, Inc.

OVERVIEW: Maintained continual employment with the same entity for 25 years, as Afterhours Formalwear was purchased by Men’s Wearhouse in 2006 and Men’s Wearhouse transitioned to a holding company (Tailored Brands) in 2016. Oversee the Customer Experience for all the company’s holdings, including the Men’s Wearhouse, Moores Clothing for Men, K&G Fashion Superstore, Joseph Abboud, and Joseph A. Bank. Lead team and outsourced partner in Houston comprised of 200-300 team members; report to the EVP of Stores. Plan and manage 10-figure annual budget. Develop and execute the Enterprise Customer Experience Management strategy and technology across all channels and brands, including digital, inbound, and outbound sales. Oversee the contact center and Tier 1 IT Service Desk; support supply chain functions and activities. Establish roadmap for short-term and long-term objectives while collaborating with cross-functional leaders on monitoring customer insights to drive lifetime customer value. HIGHLIGHTS: Aligned all the major groups on a single system (Medallia) housing customer feedback. Enabled a 360-view of the customer, improved the ability to anticipate customer needs, and generated a 6-figure cost savings per year over the next 3 years. Facilitated change within the IT Service Desk operation (Shift Left Methodology). Helped to shift the organizational paradigm to focus on data and customer-driven insights as primary decision-makers. Currently leading migration from independent channels to multi-channel and omnichannel format (targeted goal of 12/2020) in order to provide alignment for KPIs organization-wide. Championed the enterprise Voice of the Customer philosophy and tool integration.