Summary
Overview
Work History
Education
Skills
Websites
Recent Achievements
Languages
Affiliations
Timeline
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Neha Kovach

Neha Kovach

Toronto,ON

Summary

Performance-driven executive with 16 years of experience leading customer centric functions aligning data led decisions with technology systems and business requirements. Focused on delivering in year results with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.

Overview

17
17
years of professional experience

Work History

Vice President, Client Strategy& Experience

Canada Goose
06.2022 - Current
  • Leading the global CRM & Customer Service & Experience for Canada Goose
  • Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
  • Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Collaborated with senior management to develop strategic initiatives and long term goals.
  • Negotiated high-value contracts that maximized profitability while mitigating risks for the organization.
  • Established performance goals for department and provided methods for reaching milestones.
  • Established performance goals for department and outlined processes for achievement.
  • Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
  • Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
  • Hired and managed employees to maximize productivity while training staff on best practices and protocols.
  • Identified opportunities to improve business process flows and productivity.
  • Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
  • Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
  • Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
  • Implemented advanced data analytics tools to drive data-driven decision-making across all levels of the organization, leading to better business outcomes.
  • Represented organization at industry conferences and events.

Director, Client Strategy & Transformation

CIBC
05.2019 - 06.2022
  • Team (12) leading strategy & execution of an integrated channel CRM strategy to drive personalized marketing communications and experiences to drive profitable revenue growth through retention tactics

Senior Manager, Manager Roles

Progressive Roles- CIBC, Sears, Canadian Tire Financial, Marketsource, MJF
08.2007 - 05.2019
  • Led a team of 15+ - who developed and executed on strategies to support network transformation increase client digital adoption resulting in savings of $33MM over 5 years (migrating traffic to ecomm self-serve channels)

Education

Bachelor of Business Administration - Honours in Marketing -

York University

Change Management Certification -

PROSCI

Skills

  • Team Leadership
  • Relationship Building
  • Complex Problem-Solving
  • Strategic Planning
  • Results-Driven
  • Contract Negotiation
  • Industry Best Practices
  • Sales and Marketing Leadership
  • Public Speaking
  • OKRs and KPIs

Recent Achievements

  • Founding Member for Canada India Tech Council
  • Industry Speaker on CRM/ Salesforce/ AI/ Experience and Equity & inclusion for women leadership
  • CIBC Key Contributor Award 2021
  • Recipient of CIBC 2021 Change Maker Award
  • CIBC 2021 Q2 Individual Purpose Award
  • CIBC Key Contributor Award 2020
  • CIBC Q3 Individual achiever 2020
  • Appointed to the Board of Directors at Jean Augustine Centre
  • Appointed to the Board of Directors at CAUFP (Canadian Association of Urban Financial Professionals)

Languages

English
Native or Bilingual

Affiliations

  • Co-founder & Chair at Canada India Tech Council

Timeline

Vice President, Client Strategy& Experience

Canada Goose
06.2022 - Current

Director, Client Strategy & Transformation

CIBC
05.2019 - 06.2022

Senior Manager, Manager Roles

Progressive Roles- CIBC, Sears, Canadian Tire Financial, Marketsource, MJF
08.2007 - 05.2019

Bachelor of Business Administration - Honours in Marketing -

York University

Change Management Certification -

PROSCI

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Neha Kovach