Shane Campbell
Calgary,AB
Summary
My leadership has been anchored in sculpting exceptional customer journeys, with a proven track record of driving customer experience and loyalty. I have led award-winning teams that earned multiple Avid Awards, reflecting our collective success in elevating customer experiences and transforming clients into brand ambassadors.
My approach to leadership emphasizes a positive team culture built on engagement and consistently exceeding expectations. I have a strategic focus on customer experience design, always aiming for continuous improvement to ensure every touch-point resonates with customers' needs. Skilled in budgeting, forecasting, relationship building, and strategic planning, I drive initiatives that not only boost customer advocacy but also solidify our position as industry leaders in delivering top-tier customer experiences.
Overview
34
34
years of professional experience
Work History
Director of Customer Experience and Warranty
Minto Group
11.2020 - 10.2024
- Leading the development and implementation of objectives, values and processes to achieve exceptional customer experiences and creating brand ambassadors
- Delivering on multiple touchpoints throughout a customer's positive journey.
- Skilled in budgeting, forecasting, and strategic planning, I drive initiatives that not only boost customer advocacy but also solidify our position as industry leaders in delivering top-tier customer experiences.
- I have a strategic focus on customer experience design, always aiming for continuous improvement to ensure every touch-point resonates with customers' needs
- Managed budgets effectively while maintaining focus on delivering top-quality services and exceeding performance targets.
- Mentored junior team members and facilitated knowledge-sharing sessions, contributing towards a culture of continuous learning within the department.
Senior Key Account Manager
Divine Flooring
11.2009 - 11.2020
- Developed and managed strong working relationships with both customers and industry professionals.
- Provided guidance on account strategy for sales team members
- Researched industry trends, competitor activities and customer feedback to inform strategic decisions.
- Negotiated contracts and pricing agreements, securing advantageous terms for both the company and the client.
- Balanced competing priorities while managing multiple accounts simultaneously, delivering consistently high-quality results.
Golf Professional - Director of Golf
PGA of Canada
04.1991 - 11.2009
- Organized and directed golf staff including hiring, scheduling, training, coaching, and performance management.
- Oversaw budget management for all golf club departments by identifying areas of cost savings without compromising service quality or course condition expectations.
- Developed and implemented golf programs, tournaments, and instructional clinics.
- Built and managed yearly budgets, analyzed financial data, to identify trends in sales volumes, profitability, while developing increased brand ambassadors.
Education
Skills
- Customer Experience Management
- Strategic Planning
- Budgeting & Forecasting
- Cross-Functional Team Building
- Leadership
Awards
- Alex Flynn Award - Calgary Blizzard Soccer Club, 2019, Presented to leadership that encourages development, enjoyment and successes in a team first environment. The recipient is mindful of team growth, while impressing upon trust, hard work, and positive memories.
- Alex Flynn Award - Calgary Blizzard Soccer Club, 2017, Presented to leadership that encourages development, enjoyment and successes in a team first environment. The recipient is mindful of team growth, while impressing upon trust, hard work, and positive memories.
- Award of Merit - Alberta Soccer, 2019, Presented annually recognizing great achievements and those who have brought pride to soccer in the past year.
- Avid Diamond Award - Top Customer Experience Rating - Canada - Avid Ratings, 2022, Awarded to the Builder with the highest customer scores in Canada
- Avid Diamond Award - Top Customer Experience Rating - Canada - Avid Ratings, 2021, Awarded to the Builder with the highest customer score in Canada
Timeline
Director of Customer Experience and Warranty
Minto Group
11.2020 - 10.2024
Senior Key Account Manager
Divine Flooring
11.2009 - 11.2020
Golf Professional - Director of Golf
PGA of Canada
04.1991 - 11.2009
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