Rob Flesher

Background

About Rob Flesher

Accomplished customer experience leader highly regarded for driving successful direct to consumer initiatives for global outdoor brands, Elevate Outdoor Collective and Patagonia. Mission-driven executive that builds and fosters positive company culture, creates community, promotes creativity, and drives innovation. Strong communicator and collaborator who works well with diverse personalities and people at all levels of an organization. Building brand and consumer connections, through digital transformations, leading sales, superior service, branded marketing, and effective operations, that value life-long customer relationships. Career highlights that speak to my strengths and goals include: Elevate Outdoor Collective: Created and enhanced the direct-to-consumer business, including all customer journey touchpoints, from Ecommerce, Service, Digital Marketing to Operations, with 12 iconic winter sports brands. Established Global Direct to Consumer teams, that has a shared service matrix approach, incorporating all brands, in 4 global regions, US, Canada, Europe and Japan, with a customer first focus. Consolidating all tools and technologies in order to have consistent, efficient and effective customer experiences operations. •Created a dedicated direct service team supporting North America with a global approach to scale in other regions, built to expand contacts types and a philosophy committed to the customer experience, Patagonia: Defined and created the Patagonia Customer Experience from the ground up for the DTC customer service organization, implementing a unifying vision in every onboarding, training, and coaching session for an authentic brand experience. Scaled the customer service organization from 25 to 400 employees, supporting over 30% average yearly contact growth and opened new service channels to stay relevant in the changing marketplace. Achieved a yearly average employee satisfaction rating of 70% and an average 98% customer satisfaction rating throughout an exceptional tenure. Spearheaded the implementation of new global technologies that enhanced customer engagement, streamlined the operation, and created consistent processes. Built and launched a 100% virtual workspace in less than 24 hours, pivoting the entire team to remote work due to the COVID-19 pandemic without affecting customer service levels.