Heidi Poulson
Summary
Results-driven retail and customer experience leader with a proven ability to elevate organizational performance and foster team excellence. Demonstrated expertise in strategic leadership, innovative merchandising, and customer-centric sales strategies. Committed to driving operational efficiency and profitability while cultivating a culture of excellence and growth within the organization.
Overview
25
25
years of professional experience
Work History
Customer Experience Manager
LifeStraw
05.2024 - Current
- Lead global customer experience operations, overseeing a remote partner team (PartnerHero) and managing omni-channel support across email, chat, and reviews to drive a first-response SLA of 36 hours and maintain CSAT targets above 85%.
- Developed and implemented CX training strategies, onboarding frameworks, and performance coaching that improved team efficiency and reduced multi-touch tickets, supporting continuous upskilling across product knowledge and tools (Shopify, NetSuite, Zowie).
- Drive cross-functional collaboration by compiling and presenting weekly and monthly insights on customer sentiment, product quality issues, and service trends, directly influencing product improvements and process updates.
- Manage end-to-end warranty and replacement workflows across US, EU, and global regions using Shopify and NetSuite, ensuring timely, policy-aligned resolutions that support brand reputation and customer trust.
- Maintain and enhance digital self-service tools, including the Help Center and FAQ content, reducing inbound ticket volume and improving customer autonomy.
- Key Achievements:
- Led CX process improvements contributing to a measurable reduction in response times and improvement in customer satisfaction by refining workflows and standardizing saved replies.
- Designed and facilitated a bi-weekly PartnerHero training series focused on CSAT and efficiency, resulting in a noticeable uptick in resolution quality and speed.
General Manager
Recreational Equipment Inc. (REI)
01.2004 - 01.2024
- Led the operations of a high-volume 38,000 square ft. retail outdoor store, exceeding yearly revenue targets of $20M and ensuring optimal functionality and profitability.
- Recruited, trained, and supervised a dynamic team of over 100 employees, including 7 sales managers, driving key performance indicators (KPIs) and fostering a culture of excellence through strategic guidance and mentorship.
- Implemented strategic merchandising roadmaps, optimizing revenue generation by identifying key opportunities within the store using Salesforce to maximize profitability and align with organizational objectives.
- Initiated and facilitated SM Leadership Wellness Check-ins during the Covid-19 crisis, providing a supportive environment for open dialogue, mutual support, and shared insights beyond traditional work hours.
- Developed and executed a robust year-long REDI Development Strategy for Store Managers, collaborating on the creation of the Social Playbook and spearheading rollout with assigned facilitators for optimal engagement and impact.
- Orchestrated and curated informative district calls utilizing Microsoft Teams, driving operational excellence and leadership growth through tailored training sessions covering vital topics such as Budgeting Tools and Resources, Payroll Management, and Talent Development.
- Collaborated with the Bike/Shop headquarters team to establish and execute Bike/Ski Service Shop strategy, leading to top 3 ranking in bike shop revenue nationally.
- Led the planning and launch of three REI retail stores while contributing as a key member of task forces involved in opening several additional locations throughout the career.
- Established RSM/Lead Development Series, facilitating monthly developmental meetings aimed at nurturing upcoming leaders within the organization, resulting in multiple internal promotions.
- Nominated for REI Leadership award multiple times.
Store Manager
Banana Republic
01.2000 - 01.2004
Education
Bachelor of Science - Psychology
Westminster College
Salt Lake City, UTMBA Coursework - Industrial And Organizational Psychology
Westminster College
Salt Lake CitySkills
- Cross-functional collaboration
- Voice of customer analysis
- Problem-solving
- Visual merchandising
- Data analytics
- Store operations
- Team leadership
- Strategic planning
- Business development
- Budgeting and cost control
- Driving business growth
Timeline
Customer Experience Manager
LifeStraw
05.2024 - Current
General Manager
Recreational Equipment Inc. (REI)
01.2004 - 01.2024
Store Manager
Banana Republic
01.2000 - 01.2004
Bachelor of Science - Psychology
Westminster College
MBA Coursework - Industrial And Organizational Psychology
Westminster College
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