Susan Ssemanda
Berrien Springs,MI
Summary
Dynamic and results-oriented professional with years of experience in product development, pricing, promotional strategy, and customer service management. Adept at driving go-to-market strategies, managing P&L, and leading cross-functional teams to achieve business objectives. Proven track record of developing strong relationships with trade customers, analyzing data for actionable insights, and delivering profit plans. Exceptional communicator with a passion for innovation and continuous improvement.
Overview
14
14
years of professional experience
Work History
Sales Manager
Milan Laser Hair Removal
07.2023 - Current
- Perform all sales consultations, educating clients on Laser Hair Removal procedures and benefits, leading to informed and satisfied customers.
- Actively seek client referrals and reviews, promoting and recommending additional packages to maximize client satisfaction and revenue growth.
- Assist clients with questions or concerns about treatments, ensuring a seamless and reassuring customer experience.
- Lead and manage a team of 2-3 employees, fostering a positive working environment that encourages collaboration and high performance.
- Exceed monthly upsell goals (+126% YTD) while maintaining a 98 Net Promoter Score, demonstrating a strong commitment to client satisfaction and business growth.
- Cultivate strong client relationships, reducing refunds by 4% year over year and enhancing overall customer satisfaction.
Financial Advisor
Northwestern Mutual
06.2022 - 07.2023
- Developed strong client relationships, providing professional guidance and innovative solutions to meet financial goals.
- Delivered detailed financial plan presentations, generating approximately $20,000 in premium within the first six months.
- Led the district in highest close/conversion rate among advisors with 0-5 years of tenure, achieving an 84.5% conversion rate.
- Assisted with training and provided mentorship for new representatives, contributing to team development.
Sr. Global Product Manager - Pellet, Gas
Weber Inc.
04.2021 - 06.2022
- Led the development and execution of a 5-year growth strategy for the Pellet category.
- Managed cross-functional teams to execute strategic initiatives in category management, pricing, and marketing, ensuring alignment with overall business goals.
- Utilized data analysis to anticipate business trends and make data-driven decisions that positively impacted volume and margins.
- Partnered with global teams to evaluate and recommend product pricing, contributing to a significant increase in gross margins.
- Spearheaded the continuous improvement of product lifecycle management processes, resulting in enhanced efficiency.
Product Marketing Manager - Advanced Development & Innovation, Refrigeration
Whirlpool Corp.
07.2020 - 04.2021
- Owned the innovation product vision and strategy for the Refrigeration category, driving the development of products that generated $1.5B in gross sales.
- Acted as the Global Category Marketing Lead, aligning product marketing strategies across regions to accelerate innovation and enhance market position.
- Led research initiatives to gain insights into customer needs, driving new product development and improving customer experience.
- Collaborated with R&D and other stakeholders to ensure product launches were successful and aligned with market demands.
Merchandising Manager - Premium Ranges
Whirlpool Corp.
04.2018 - 07.2020
- Owned the Premium Cooking P&L, delivering $153M in Direct Contribution Margin.
- Analyzed point-of-sale data, shipment data, and marketplace dynamics to create and adjust pricing and promotion strategies.
- Collaborated with external retail partners and internal sales teams to optimize in-store plan-to-sell in order to maximize SKU productivity.
- Influenced product development pipeline to ensure new-to-market innovations would be successful upon launch.
- Ensured strong availability of premium ranges across the US warehouse network through continuous collaboration with demand planning, manufacturing, and supply chain teams.
Associate Merchandising Manager - Dish, Small Spaces, Freestanding Cooking
Whirlpool Corp.
02.2017 - 04.2018
- Acted as the single point of contact for the Selling Organization for all Cleaning & Cooking questions.
- Wrote, coordinated, and executed all merchandising-focused trade communications.
- Led project work for Sell-In Toolkit Continuous Improvement, enhancing trade customer engagement.
- Owned Cleaning category messaging by collaborating with Product, Brand, & Training organizations.
- Managed industry and competitive insights for Cleaning and Freestanding Cooking categories.
Customer Relations Supervisor - Trade Care Team
Whirlpool Corp.
04.2016 - 02.2017
- Oversaw a team of 19-23 members, exceeding customer experience quality KPIs and implementing best practices to streamline operations.
- Reduced Trade Customer Prebuy team ASA by 1:30 while supporting Majors/Post Buy team's "Go Green" initiative.
- Developed and implemented standardized processes that enhanced customer service and operational efficiency
Customer Relations Lead - Quality
Whirlpool Corp.
03.2015 - 01.2016
- Accurately and consistently completed quality review/audit processes for Safety, KASA, Water Filters, Majors, and all Trade Care Team agent interactions.
- Led calibration meetings across Benton Harbor & Cleveland call center teams to drive consistency in quality reviews.
- Exceeded productivity expectations, completing over 160 evaluations per month.
Customer Relations Lead - Corporate Safety
Whirlpool Corp.
09.2014 - 03.2015
- Facilitated the training of safety call handling procedures for all new hire classes within three months of beginning the role.
- Mitigated consumer and trade customer safety concerns by providing timely, effective, and creative solutions consistently.
- Managed escalations and call backs for the Safety Department.
Customer Relations Representative - KitchenAid Small Appliances
Whirlpool Corp.
09.2013 - 09.2014
- Generated $29K in sales from October 2013 to January 2014 for KitchenAid Small Appliances.
- Provided quality service to consumers and associates, responding to telephone inquiries regarding product availability or order status.
- Demonstrated a talent for communicating effectively with customers from diverse backgrounds in a service-oriented department.
Front Office Manager
Brite Dental & Sure Smile Family Dentistry
08.2012 - 09.2013
- Developed and executed a direct marketing campaign that generated an additional $20K+ in billed services within 60 days.
- Facilitated the opening of a second office location, managing payroll, bookkeeping, inventory, and patient records.
- Processed insurance claims and managed business finances, generating and maintaining over $40,000 in monthly revenue at the new location.
Associate Merchant - Woven Tops & Dresses
Abercrombie & Fitch
01.2011 - 02.2012
- Managed product development and execution of female woven tops and dresses for Hollister Co., ensuring timely delivery to 400+ stores internationally.
Education
Bachelor's Degree - Marketing Management
The University of Alabama in Huntsville
Skills
- Sales & Merchandising: Deep expertise in channel selling processes, financial analysis, and cross-functional collaboration
- Strategic Planning: Proven ability to develop and execute go-to-market strategies, POS forecasting, and category management
- Leadership: Experienced in leading and developing teams, driving business growth, and fostering a positive team culture
- Communication: Strong presentation skills, effective interpersonal communication, and clear, concise writing abilities
- Technical Proficiency: Proficient in Anaplan, Excel, and data analysis tools; adept at leveraging insights for strategic decision-making
Additional Consideration
- Willing to travel 50%+.
- Committed to continuous learning and staying informed about industry trends and best practices.
Timeline
Sales Manager
Milan Laser Hair Removal
07.2023 - Current
Financial Advisor
Northwestern Mutual
06.2022 - 07.2023
Sr. Global Product Manager - Pellet, Gas
Weber Inc.
04.2021 - 06.2022
Product Marketing Manager - Advanced Development & Innovation, Refrigeration
Whirlpool Corp.
07.2020 - 04.2021
Merchandising Manager - Premium Ranges
Whirlpool Corp.
04.2018 - 07.2020
Associate Merchandising Manager - Dish, Small Spaces, Freestanding Cooking
Whirlpool Corp.
02.2017 - 04.2018
Customer Relations Supervisor - Trade Care Team
Whirlpool Corp.
04.2016 - 02.2017
Customer Relations Lead - Quality
Whirlpool Corp.
03.2015 - 01.2016
Customer Relations Lead - Corporate Safety
Whirlpool Corp.
09.2014 - 03.2015
Customer Relations Representative - KitchenAid Small Appliances
Whirlpool Corp.
09.2013 - 09.2014
Front Office Manager
Brite Dental & Sure Smile Family Dentistry
08.2012 - 09.2013
Associate Merchant - Woven Tops & Dresses
Abercrombie & Fitch
01.2011 - 02.2012
Bachelor's Degree - Marketing Management
The University of Alabama in Huntsville
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