Glenn Lawless

Experience

• 

  Prudential Financial

  Nov 2001 - Jun 2009

  Responsible for the development, execution, and management of strategic marketing programs for Defined Contribution and Defined Benefit programs while serving as dedicated marketing consultant to client relationships in multiple industries (including maintaining relationships with key sales partners/dealers-financial advisors) in 2008, with total relationships equaling over billions in assets under management.Collaborated on a daily basis with Human Resources professional to execute education campaigns. Client campaigns have led to higher enrollment, increased retirement savings rates , higher investment sophistication through promotion of products and an overall appreciation for participant’s retirement plan. Show less

  • Marketing Communications Director

    Mar 2007 - Jun 2009

  • Marketing Management Specialist

    Nov 2005 - Apr 2007

  • Operations Specialist, Pricing

    Nov 2001 - Nov 2005
• 

  InterMetro Industries Corporation (an Emerson Storage Solutions company)

  Oct 2009 - Nov 2011

  Marketing Programs Specialist

  Drives marketing, advertising and promotional activities for Metro's line of foodservice equipment.First to introduce and manage multi-million new product portfolio of ‘Point-of-Sale’ foodservice equipment line. Acting as “Voice of Customer”, responsible for driving key sales and marketing programs as sales management liaisonCoordinates and drives all Event Marketing such as national tradeshow marketing, advertising and promotional activities.

• 

  Mohegan Sun at Pocono Downs

  Oct 2011 - Aug 2017

  Director of Guest Relations

  Collaborative consultant to operational departments providing guest feedback by managing customer experience/satisfaction program; tracking guest service failures from issues to resolution by leading our day to day proactive guest recovery department.Re-tooled the customer experience framework to include robust “Voice of Customer” channels capturing high-impact metrics and guest preferences allowing our marketing teams to develop insights for new campaigns and a sophisticated array of gaming offers for our guests.Hand-selected by corporate Tribal authority entity to develop customer-service and cultural transformation program for over 1700+ employees for the transition of Resorts Atlantic City property into the Mohegan Sun brand while also assisting in crafting their customer experience management programPiloted and led creative ‘Service-Innovation Lab’ Strategic Planning process, facilitated brainstorming sessions and harnessed lean/six sigma tools and techniques whereby all operational departments generated barriers to service, while developing inventive ways for teams to ideate novel service innovations resulting in improved revenues year over year and increased customer satisfaction top-line scoresAided in the hiring and coaching of over 800+ employees for ‘ilani’ partnership with the Cowlitz Tribe of Washington State for their grand opening while providing on-going consulting and guidance to their guest experience/service teamsInstrumental in the management transition of the Tunica-Biloxi Tribe Paragon Casino by assessing leadership and inspiring over 1,000 employees to drive improved guest outcomes during re-branding efforts.Assisted in grand opening of $5 Million, 238 room hotel amenity which included, but not limited to developing Standard Operating Procedures, aiding in hiring and customer service training, as well as architecting many of the guest experiences to be in alignment with our brand standards. Show less

• 

  MC2 Consulting Group

  Jul 2015 - Feb 2016

  Customer Experience Consultant

  Aided in development and facilitated workshops for senior medical staff & physicians of leading healthcare institution which includes 1,600 physicians, 6,500 employees, and more than 1,300 beds. Project was focused on improving patient experience outcomes and appreciation for community.Facilitated train the trainer seminars for branch managers of banking firm, a 24-location, 100+ Year-History institution throughout Northeastern Pennsylvania. This program was developed to not only improve customer appreciation and service levels but to help drive strategic direction for future growth of its operations. Show less

• 

  InterMetro Industries Corporation

  Sept 2017 - now

  Honored with the unprecedented achievement of "Trainer of the Year" by the SEFA customer group, earning this prestigious distinction in both 2020 and 2023, a first-time in the organization's history.Recognized with the esteemed "Passion Award" by PRIDE Centric Resources, a nationally recognized customer buying group. Cultivates and sustains strategic partnerships with prominent national account customers, fostering long-term business relationships.Drives revenue growth and enhances profitability through the development and management of strategic sales programs.Successfully designs and implements sales training programs to drive customer sales and facilitate the adoption of new products.Serves as the corporate liaison for customers, overseeing national distribution sales rep groups of third-party manufacturers throughout the United States.Boosted brand loyalty by creating and distributing a text-based micro-learning sales training program, featuring engaging and educational podcast-style vignettes, to the dealer and customer base. Show less Manages several territories, driving sales within the Foodservice Northeast Region. Focusing on local customer dealer relationships, improving visibility of Metro and serving as a strategic resource to manufacturing reps.Responsible for building and maintaining strong relationships with key national accounts in the foodservice equipment industry.Supports onsite training initiatives and branded marketing content creation.Executes marketing plans to drive increased brand awareness and product demand with key channel partners.Manages appropriate channel partners and industry groups including, but not limited to ABC, SEFA, PRIDE, CPG, NAFED, NISSCO, FEDA, FES, FER, etc. Show less Responsible for building and maintaining strong relationships with key national accounts in the foodservice equipment industry.- Developed innovative micro-learning text-based sales-training program- Recognized as “2020 Trainer of the Year”by Supply & Equipment Foodservice Alliance (SEFA)Support regional managers to increase sales and profitability, developing and support sales targets.Act as the liaison between customers and internal teams such as Product Management, Market Management and Brand Management, to ensure cross-functional alignment and goal attainment to ensure customer needs/requirements are met.Collect and analyze sales data/program metrics to support long-term growth.Supports onsite training initiatives and branded marketing content creation.Executes marketing plans to drive increased brand awareness and product demand with key channel partners.Networks and engages with appropriate channel partners and industry groups including, but not limited to ABC, SEFA, Pride, CPG, NAFED, NISSCO, FEDA, FES, FER, etc. Show less Responsible for development and execution of marketing programs with key channel partners & organizations as well as support of marketing communications, public relations and digital marketing in Metro’s distributor-based markets.Executes marketing plans to drive increased brand awareness and product demand with key channel partners.Designs and implements process and system changes to deliver an enhanced stakeholder experience (consultant, dealer, end user).Researches customers, distributors, consultants and industry events to gain firsthand knowledge of customers, market trends, applications, and competitors. Leverages customer knowledge insights into new, innovative growth programs that drive greater brand awareness and channel partner loyalty. Networks and engages with appropriate channel partners and industry groups including, but not limited to ABC, SEFA, Pride, CPG, NAFED, NISSCO, FEDA, FES, FER, etc.Fosters strong partnerships with Sales, Product Management, Market Management and Brand Management, to ensure cross-functional alignment and goal attainment.Manages marketing promotional calendar and execution plan. Supports trade show strategy, planning and execution.Defines requirements for and executes content development in cooperation with Brand Management team. Show less

  • National Accounts Sales Manager

    Sept 2022 - now

  • District Sales Manager, National Accounts

    Sept 2021 - Apr 2023

  • National Accounts Dealer Development Manager

    Sept 2019 - Sept 2021

  • Dealer Marketing Manager

    Sept 2017 - Aug 2019