Tom Hickinbotham

Experience

• 

  Starbucks

  Aug 2005 - Mar 2008

  Shift Manager

  • Managed store’s opening/closing business procedures on a daily basis and maintained store operations during business hours.• Assignment and delegation of employees to stations/tasks in order to ensure timely and satisfying customer service.• Managed numerous cash and safe procedures daily.• Handled all customer concerns/escalations and resolved to fit the best interest of the store and the customer.

• 

  Merial, a Sanofi Company

  Mar 2008 - Mar 2015

  Managed day-to-day operations of Merial's Pets Contact Center by providing daily support and coaching to representatives, handling escalated issues as they were presented and managing a key business focus area in accordance with department needs. • Oversight of departmental staffing, to include forecast management, scheduling adjustments and implementation of schedule adherence standards.• Design, implementation and management of Escalation Queue (system for representative’s use to offset negative interactions).• Supervision of digital coupon redemption process for Merial’s customers, including staffing, training and customer relations.• Management of Call Quality initiative, including call evaluation scoring, call calibration and arbitration processes.• Managed department Workflow and Task Processing procedures, to include reporting and data analysis for management. Show less

  • Associate Supervisor, Customer Care

    Apr 2011 - Mar 2015

  • Senior Account Representative - National Accounts & Large Animal Team

    Mar 2008 - Apr 2011
• 

  Boehringer Ingelheim

  Mar 2015 - now

  • Responsible for the development, implementation and execution of strategic plans that optimize sales, market share and revenue growth for a brand or set of brands in the short and long term.• Drive consistent execution of product strategies with internal and external cross functional teams.• Provide high level analysis of potential business opportunities utilizing insights from market research, industry trends, competitive intelligence, and understanding of therapeutic areas for brand area.• Actively pursues internal and external information and works in collaboration to make decisions that have broad impact.• Develops customer/channel specific marketing strategies by leveraging knowledge of all customer marketing channels and co-promotion partners to add market and brand value.• Optimizes the promotional mix for a brand based on allocated resources and recognizes the point of diminishing returns and redirects efforts when current approach is not achieving desired outcomes.• Initiates projects/programs that produce favorable bottom line results while planning robust sales and product supply forecasts.• Supports the day to day operations of the brand including forecasting, budget management, data and market share analysis.• Serves as the Voice Of the Customer (VOC) by capturing the requirements/feedback from the customer (Veterinarians, Consumers) and deliver best-in-class programs that meet the customer’s needs/wants. Show less -Communications lead across all of Boehringer's broad distribution network.-Developed and executed sales incentives for inside and outside distributor reps.-Managed comprehensive media portfolio across all distribution channels (veterinarian, home delivery, retail and ecommerce).-Successful launches of multiple products into the distribution space.-Developed and launched a cross-specie learning and development platform for distributor reps to acquire more knowledge of Boehringer's extensive animal health portfolio.-Managed multiple agencies in a number of capacities across all species.-Expanded Boehringer's presence and offerings in the Home Delivery space which led to increased sales. Show less Support the onboarding of new employees into their roles at Merial/BI and coordinate ongoing developmental needs and opportunities throughout their tenure. • Coordinate hiring process to include: resume review, interviews, pre-hiring assessments and logistics for interviewing process.• Manage and maintain knowledge program and skill acquisition that is aligned with department goals for new employees.• Manage department electronic learning management system (Learn.com).• Identify skillset and knowledge gaps of current staff and design learning opportunities specific to needs identified. • Foster a culture of employee engagement and optimal performance. Show less

  • Associate Director - Customer Marketing & Loyalty Programs

    Aug 2022 - now

  • Manager, Customer Marketing & Loyalty Programs

    Apr 2022 - Aug 2022

  • Marketing Manager, Vaccines

    Oct 2020 - Apr 2022

  • Associate Marketing Manager, Channel Sales & Strategies

    Nov 2017 - Oct 2020

  • Employee Development Specialist

    Mar 2015 - Nov 2017