Good Trouble Pets

Most recently, I assumed leadership of this distressed business and applied the expertise and principles I gained from scaling a billion-dollar business to turn the business around within 6 months. I set the strategic direction, oversee new product development, and source inventory.

Highlights include that I already:

➟ Launched our brand and product lineup on Amazon. In doing so, we’re on track to achieve impressive revenue growth, with projections indicating that we’ll reach more than $750K in sales over the next 12 months.

➟ Released a new product line to expand into sustainable dog chews; researched, sourced, and set up new marketing campaigns.

➟ Transitioned all operations from Georgia to Utah and updated procedures and SOPs to increase margin and ensure a seamless customer experience (CX).

Chief Executive Officer

iFIT

I propelled the launch of the iFIT business under the ICON Health & Fitness umbrella in 2010, from ideation to hiring to business growth and management. Throughout my tenure, I was a key player in growing the business from scratch to 400+ employees, $300M recurring revenue, and 1M+ paid subscribers. 

In 2021, ICON Health & Fitness changed its corporate name to iFIT Inc. (“iFIT”) after its proprietary software platform, representing its shift from a legacy hardware business to a subscription/software business.

Within the same timeframe, I was promoted as a strategic partner to the Chief Experience Officer and Chief Strategy Officer, tasked with building scalable brand strategies across all the iFIT brands. I led a team of 140 people across business intelligence, sales, marketing, CRM, software development, and product development, and managed a $150M budget.

Highlights include that I:

➟ Designed complete customer lifecycle journeys for a seamless onboarding experience, achieving a 40% lift in customer engagement and a 5% reduction in churn rate. Implemented, tracked, and optimized critical KPIs.

➟ Formed strong collaborations between internal teams and stakeholders to determine the optimum pricing strategy and position an international rollout expansion in Canada, Australia, New Zealand, and Europe. Localized price offerings and languages to enhance international LTV and decrease churn rate across the subscription network.

➟ Implemented crucial business and membership pricing changes by replacing first-year free package purchase with month-to-month billing cycle with a 30-day trial period, leading to 35% growth in LTV.

➟ Delivered 27% margin growth in the blended hardware and subscription business by overhauling membership pricing strategy.

Vice President – Member Experience

While serving as the VP of Member (Customer) Experience, I spearheaded an M&A team in the integration of 85 personnel and 12 major systems from the Australia-based business, Sweat, under the umbrella of iFIT. I aligned and created strategic tools, team structure, content creation, and KPIs as per iFIT standards.

➟ Devised innovative customer engagement strategies to integrate Sweat’s women-focused mobile app into the full fitness offering from iFIT and cross-promote both apps within each network. 

➟ Worked closely with the lifecycle marketing team to cut customer acquisition cost 12% while also reducing churn 250+ BP within the first 90 days.

➟ Optimized Sweat’s content offering by cross-selling equipment while generating social followings to secure new and upcoming trainers on the platform. Directed the Sweat trainer network of 8 industry-leading influencers and female trainers.

General Manager – Sweat

In 2019, as growing the subscription business became a strategic priority, I was promoted to position go-to-market media campaigns, including OTT and paid media, to fast-track equipment sales and acquire new subscribers. I led and mentored a team of 14 direct reports comprising CRM, social, and media buyers with a focus on acquisition, onboarding, engagement, and retention.

➟ Produced accurate data models to highlight at-risk customers with personalized outreach, resulting in a 600-basis point reduction in churn rate.

➟ Piloted multimillion-dollar trade shows domestically and internationally, overseeing all aspects of retail activations and experiential stores to scale the global market footprint, brand awareness, and critical sales relationships.

➟ Surpassed the company’s top 3 hardware brands in brand awareness, setting iFIT on a trajectory to acquire ~600K new customers each year and growing to 7M total customers and 1M paid members by July 2021.

➟ Secured product placement in industry-leading stores, including Best Buy, Best Buy Canada, JB HiFi, El Corte Inglés, Amazon 4-Star stores, and Dick's Sporting Goods in partnership with the Chief Revenue Officer (CRO) as well as globally distributed teams.

➟ Lobbied for and championed the introduction of leading-edge digital tools, including Salesforce Marketing Cloud additions, Branch.io MMP, OneSignal, Contentstack, and Qualtrics to sell, monitor, target, and engage prospective customers.

Marketing Director – iFIT Customer Experience Team

I guided the expansion of the initial marketing team comprising 13 personnel in key areas to promote company growth. 

➟ Identified an opportunity for a new revenue stream in collaboration with business partners and set out to launch the subscription business. 

➟ Spearheaded a rebranding project to reposition the existing branding to an interactive video experience, opening an international market, including Europe, Australia, New Zealand, Asia, and South America.

➟ Created a paid membership platform through extensive multivariate testing to determine optimal annual and monthly subscription fees, scaling the business from zero to $75M by 2019. 

➟ Achieved and maintained profitability, including up to 82% margin by running a lean and aggressive team.

➟ Conceptualized and launched new, forward-thinking touchscreen products—a 3-year process—that included a new user interface and provided an immersive user experience (UX). The new screen hardware memberships now account for ~80% of iFIT revenue.

Marketing Manager – iFIT Marketing Team

➟ Mentored and supervised a team of 17 interns and FTEs tasked with supporting customized strategy building for 6 pages on all social media platforms. 

➟ Deployed diverse customer engagement strategies to increase the following by 2M+ within 6 months. 

➟ Developed the company's first paid social media budget and influencer strategy, generating 4X Return on Advertising Spending at its peak.

Social Media Specialist

As a dynamic customer experience leader, I have a demonstrated record of growing revenue through new product development, marketing, branding, and partnerships.

I develop and champion the long-term customer experience vision, curating a process to assess all aspects of customer health and identify gaps, weaknesses, and opportunity in the customer journey. 

As a leader, I apply an empowering style that encourages collaboration and fosters a culture of accountability, continuous improvement, and results.

Areas of Expertise
 
Strategic Planning & Execution • Marketing & CX Strategy • Business Development • Growth Strategies / Scaling • Internal & External Communication • Customer Journey Mapping • Acquisition, Onboarding & Retention • Budget Management & Forecasting • People Leadership & Development • Cross-Functional Collaboration • Product Development • Customer Experience (CX)

Chase Watterson

Grainger

Client Relationship Management: Build and maintain strong relationships with manufacturing clients, understanding their needs and challenges.
Sales Strategy Development: Create tailored sales strategies to meet client requirements and increase sales of Grainger products and services.
Product Knowledge: Stay updated on the latest products and solutions offered by Grainger to effectively advise clients.
Market Analysis: Analyze market trends and competitor activities to identify opportunities for growth within your accounts.
Problem Solving: Address and resolve client issues, providing timely solutions to enhance customer satisfaction.
Training and Support: Offer training sessions for clients on new products or services to ensure optimal usage and satisfaction.
Sales Forecasting: Monitor sales metrics and forecasts to achieve or exceed sales targets.

Territory Account Manager

GHA Technologies, Inc

GHA Technologies is going on it’s 34th year of service. We are the largest, 
Privately held ESOP (Employee Owned) IT Value Added Reseller computer company in America.

Here's why customer's like working with me.

✅ Get competitive quotes back quickly (within 2-3 hrs, not days)
✅ Communication:  Clear, concise 
✅ Follow through: I keep my customers informed, not guessing.
✅ Accountability:  When I make a mistake, I own it and work to make it right     
✅ Long Term:  In it for the long haul (not a new Account Manager every 6 months)

-Microsoft #1 region reseller, fastest growing company in Arizona, and the 12th largest overall. 

-GHA is a major frontline vendor for Healthcare, Education Government, and Commercial Accounts. 

-GHA is also a Microsoft Gold Partner and Dell Technologies Platinum Partner. 

Skills: IT Service Management · IT Strategy · IT Procurement · Prospect Research · Sales Prospecting · IT Operations · Channel Partners · IT hardware · Enterprise Software

National Account Manager

ELITechGroup

- Responsible for overseeing sales for ESR (Erythrocyte Sedimentation Rate) analyzer instruments across the U.S. in terms of new accounts and renewals. 

-Increased new account sales by 110% in 2022. Increased consumable sales by 105% in 2022. 1st QTR of 2023 attainment is 110% of sales goal.

-Drives revenue with new business for the product line in terms of cold-calling, prospecting for new business across the U.S. This includes calling on Hospital labs, Physicians Offices, Clinics, and partnering with distribution sales reps to discuss current testing processes and how ELITechGroup can provide additional value, process improvement, and safety measures to provide a low cost testing solution.

-Responsible for maintaining current customer base as the point of contact to address and maintain customer relationship.

- Daily interaction with in field distributor sales reps to provide product information and quotes for ESR opportunities.  

-Reports directly to Sr. Director of Global Sales and Business Development

Account Manager

Heritage Auto of Logan

Responsible for purchasing used car inventory for 5 dealerships. Duties and responsibilities included but not limited to:

-Previewed cars at ADESA Auction House and MANHEIM Auction Houses weekly to determine quality of used cars to purchase. 

-Appraised all used cars for potential purchase through VAuto to determine purchase strategy. 

-Attended Live Auctions daily to bid on potential car purchases. 

-Responsible for getting all purchased cars from Auction location to desired dealership in timely manner. 

-Reported to Inventory Director to discuss and align car buying strategies for the Auto Group.

Buyer / Pre-Owned Inventory Manager

Sunder Energy

-Provided a unique and informative customer service both on-site and over phone conversations, ranking top 3 in sales each month since opening the State of Utah for residential solar for Sunder Energy. 

-Collaborate on new sales opportunities and strategies with colleagues and third party individuals

-Provide customer education on key strategies for improving energy efficiency and reducing utility cost, by going solar.

-Collected, analyzed energy and utility data to evaluate and determine potential energy saving strategies for sales.

Sales Manager

IFit Health and Fitness

-Increased overall customer satisfaction by 92%, ranking top 3 within the company

-Generated revenue of over $1.7 million by boosting volume of sales through effective customer service and satisfaction 

-Improved sales performance through effective KPI measures, and ranked top 5 sales agent in the last 7 months

Direct Sales Representative

Rent Dynamics

-Increased revenue by $3 million in the first 6 months through effective customer research, acquisition, satisfaction, and retention.

-Sold boutique-style/unique CRM software to the multifamily industry covering the State of Texas
Researched and developed a pipeline of clients that demonstrated interest in partnerships, and identified potential markets.

-Led new business development and client acquisition through cold calling, lead generation, and exceptional customer service.

-Cultivated and developed strong customer relationships to enable sustainable revenue growth, through innovative products and services, individually tailored to customers.

Account Executive/Regional Sales Manager

Zions Bank

Began my banking career in 2008 with Wells Fargo in retail sales as a teller and eventually a banker. Once at Zion Bank, I worked in many different roles including Treasury/Cash Management, Credit, Compliance, Relationship Management, and commercial underwriting tasked with the following:


-Facilitated the streamlining of business operations for various businesses through carefully analyzed and implemented products and services.

-Designed strategies to achieve referrals, loan quotas, and sales goals.

-Effectively increased sales by 200% by increasing customer acquisition and satisfaction, meeting contractual deadlines and working well under pressure.

-Generated $23MM in loans in my first 90 days as a loan officer, and evaluated loan applications to determine if minimum eligibility requirements were met.

-Responsible for information reporting, risk management, data analytics, and capital management.

Various banking positions

Verizon Wireless

As a sales rep for Verizon Wireless, we strive to make every customer a life long customer in every sense of the word. We are dedicated to providing superior customer service as well as an in-depth understanding of how wireless technology can simplify everyday life. Daily marketing of the latest products and services within the wireless communication industry.

Retail Sales Rep

Fowler Business Systems, INC

Direct cold calls to c-level executives, finance managers, and IT managers within the Cache/Box Elder Counties. Set appointments to present solutions to lower the costs of office equipment expenses.  I was in charge of overseeing the current accounts within my area. Responsibilities included; maintaining a professional relationship, making sure the needs of clients were met and that we exceeded the expectation on customer service.

Account Executive

I am a detail-oriented Sales Professional that values relationships! I’m a people person at my core. I value hard work and taking care of my customers. I’m confident that I’ll be the best service and delivery expert you’ll ever work with! 

taplio

The Battle

Chase Watterson

Jason Hall

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