Strategic and Operational Leader, Financial Services
Global Head of Strategy, Operations, and Customer Experience Will Bermender
Will Bermender's Bio:
From startups and rapid growth environments to IPOs, post-merger integrations and Fortune 500 turnarounds, Will Bermender has spent the past two decades building shareholder value by driving cross-functional process changes to align business processes around the customer.
Today Bermender leverages his unique blend of experience in operations, strategy, customer experience, and marketing to help companies supercharge profitable growth as a management advisor, board director and private investor.
With proven success in both publicly held and private equity portfolio companies across a diverse range of competitive industries, Will Bermender's customer-centric strategies and tactics are adaptable to any company stage and market.
Will Bermender's Experience:
Global Chief Strategy, Operating, and Customer Officer; Board Director at Haniel International2007 - Present | New York and Berlin
Private equity-backed global holding company with more than a dozen businesses spanning 7 countries, 2,200 employees, and $680 million in aggregate revenue. Responsible for P&L across technology, consumer and business services, and omnichannel retail sectors. Board director of all portcos; chair compensation and governance committees. Led revenue and EBITDA growth up 426% and 78%, respectively, creating $500 million in new enterprise value.
CEO at Quintex Labs2005 - 2007 | Chicago, IL
Restructured $18 million private label nutraceutical manufacturer burdened with debt from overpriced acquisitions and botched integrations. Centralized and consolidated operations, merging the cultures, technologies and processes of multiple sites to eliminate bottlenecks and improve quality and consistency. Grew revenue 312% in 2 years during The Great Recession while achieving a 748% turnaround on a two-year earnings deficit. Acquired by Haniel.
Division Vice President, Operations and Customer Experience at Comcast2004 - 2005 | Detroit, MI
Recruited to help revitalize a troubled $1.7 billion division of the world's largest cable company, $48 billion Comcast, with 1.3 million customers, 4,400 employees and a $250 million operating budget. Developed a cohesive, cross-channel CX and incorporated our customers' needs into products and long-term plans by building a holistic view of the customer. Revenue grew 17%, margin 14%.
Vice President, Marketing, Sales and Service at ShopNBC (EVINE Live)2003 - 2004 | Minneapolis, MN
Increased customer retention 81%, AOV 34%, and operating cash flow 114% at the third largest television shopping network, a $700 million unit of General Electric, and its joint venture Polo.com.
Director of Operations and Customer Service at Cendant2000 - 2003 | New York, NY
Responsible for customer service, contact center operations, and business development at $14 billion travel services conglomerate Cendant with 60,000 employees in over 100 countries across a portfolio of market-leading brands including Ramada, Orbitz, and Avis. Introduced customer journey mapping and drove cross-functional process changes to align business processes around the customer. Revenue rose almost 30%, customer lifetime value 42%.
Chief Operating and Customer Officer at TravelPros.com1998 - 2000 | Mountain View, CA
Helped build and profitably grow VC-backed travel services startup from $0 to $14 million in annual revenue within 2 years. Sold to Cendant in 2000, subsequently absorbed by Expedia.
Manager, Business Development (Operational Excellence) at General Electric1996 - 1998 | Fairfield, CT
Led cross-functional customer experience initiatives to create competitive advantage across 12 business segments of $124bn multinational conglomerate with 300,000 employees worldwide.
Manager, Customer Service and Call Center Operations at WebLink Wireless1992 - 1996 | Dallas, TX
Promoted twice at the fifth largest wireless messaging carrier in the United States, a Forstmann Little portco. Helped build scalable customer service and contact center infrastructure to support 2,200% customer base growth (from 117K to 2.7M) and 866% revenue growth from $16M to $159M at IPO.
Will Bermender's Education:
MIT Sloan School of ManagementTechnology and Operations (Certification)
Teikyo UniversityMBAConcentration: Marketing and Strategic Management
Will Bermender's Interests & Activities:
Chief Operating Officer, Chief Customer Officer, Chief Marketing Officer, Chief Customer Experience Officer