Art Wolf

Experience

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  Volkswagen of America, Inc

  Jul 1990 - Nov 1991

  Assigned to Volkswagen dealerships throughout the United States to advise and assist them on improvement of their operation. Assignments included engagements in Boston, MA and Dallas, TX. Raised market awareness for manufacturer through the creative implementation of marketing and public relations campaigns and major promotional events. Responsibilities also included organization of Volkswagen’s participation in various auto shows in the northeast United States.

  • Manufacturer's Representative

    Mar 1991 - Nov 1991

  • Field Merchandising Specialist

    Jul 1990 - Feb 1991
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  The Faneuil Group

  Dec 1991 - Dec 2004

  As a senior member of The Faneuil Group’s consulting and client service practice, responsibilities as Vice President, Client Services included:* Directing the organization’s eight million dollar Automotive Practice; overseeing relationships with several automobile manufacturers and “allied industry” product and service providers. * Managing an international client service team, having ultimate responsibility for the quality, productivity, profitability, and revenue growth of the group.* Acquiring new clients for The Faneuil Group by identifying and researching prospective clients; composing proposals and RFP responses; and conducting client presentations on The Faneuil Group’s capabilities.Personal responsibilities and value provided to clients included:* Consulting daily to two clients on the merger of their U.S. Operations and managing the impact of that merger on their customers, retail network, and technology systems.* Analyzing the clients’ marketplace and consulting with clients and their retailers regarding ways to employ best practices and build their brand’s market position.* Working in partnership with clients to advise them on the significance of specific market analysis findings and to guide them in effectively employing proprietary intelligence in decisions relevant to products, competitors, retailers, product owners, or prospects. The services and projects personally overseen while leading the Automotive Practice included:Customer Experience ConsultingRetail Operations and Strategy ConsultingMarket Research Project ManagementPublic Relations Campaign ManagementCustomer Relationship ManagementDirect Marketing, Response, FulfillmentRetailer Performance EvaluationsMystery Shopping Program Management Loyalty Program ManagementEmployee Contests and Games Show less As leader of Faneuil’s Automotive Practice, responsibilities included: * Developing, integrating and analyzing proprietary market and/or brand “intelligence” for clients in areas such as product quality, advertising effectiveness, or customer satisfaction.* Designing and managing operations which serve as the “face” of the client in their relationship with customers.* Assembling and overseeing the resources required to answer the public’s response to a client’s Advertising or Public Relations message.As Director, Sales and Client Services, the major projects personally overseen included: * The operation of several national, survey-based dealer incentive programs and on-site retail location audit programs.* The complete oversight of clients’ consumer affairs operations which receive thousands of individual telephone and e-mail contacts per month.* The establishment of 24 hour product information and dealer locator telephone services for multiple clients. * The complete direction of a client’s product recall crisis response after their announcement of a product recall generated 200,000 phone calls and 10,000 e-mail messages per day. Show less

  • Vice President, Client Services

    May 2003 - Dec 2004

  • Director, Sales and Client Services

    Nov 1998 - Apr 2003

  • Account Manager

    Jan 1996 - Oct 1998

  • Senior Account Executive

    Jan 1993 - Dec 1995

  • Account Executive

    Dec 1991 - Dec 1993
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  Wolf Consulting Group, Inc.

  Jan 2005 - now

  President

  Founded organization to serve the automobile industry with expertise in customer experience (CX) consulting in areas such as brand differentiation, customer engagement, retailer consistency, owner loyalty, customer satisfaction, crisis management, and retailer effectiveness.As the senior executive for the WCG organization, responsibilities include:Developing and deploying programs in customer experience disciplines like market research, mystery shopping, standards compliance audits, and consumer affairs management to capture and utilize operational data and analyze multifaceted retail experience approaches. Using acquired market intelligence to develop and implement retail processes and best practices which ensure that retailers execute a consistent brand vision and that customers receive a consistently exemplary level of service.Assembling and leading the multi-disciplinary teams who drive the success of clients’ ongoing CX, retailer performance, and brand support programs through direct interaction with retailer management.Assessing the ongoing effectiveness of CX efforts and implementing process improvements to overcome the operational, technology, data integrity, legal, and accounting issues inherent in such national programs.Overseeing management of the WCG operation including client acquisition, service creation/delivery, operations and executive team management, budgeting, bookkeeping/accounting/payroll, and legal. Show less