Suzanne Martin
Membership and Programs Coordinator at CFA Society Vancouver- Claim this Profile
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Bio
Dr. David Jez, P.ENG, PMP (He/Him)
Customer Experience is the end-to-end journey a customer has with you and the many touch-points along the way that shape their perception. Too few companies, however, manage customer experience effectively. As a program manager for a large high-tech development firm I'm involved with these issues regularly. Good companies focus on differentiating themselves through the value of their product. "Great" companies also have passion, 100% commitment towards their customers, and can connect with them emotionally which drives loyalty and differentiation. Suzanne is one of the rare few who has the skill-set necessary to bridge product value with customer experience and ensure company growth and longevity. I met Suzanne several years ago through her work at Twist Conditioning as their Customer Experience Specialist. By chance, my company was just a short walk from Twist and I needed a way to ensure my body stayed healthy with so much computer work during the day. Twist's structured training programs were a perfect fit. I can still remember how positive my first experience was with Twist and I continue going today with that same positivity intact. Suzanne was instrumental in designing Twist's customer experience program and I whole-heartedly recommend any company with a drive for excellence to have a conversation with her. Lastly, I'm happy to say since our first meetings at Twist, and over the last several years, she has also become an invaluable friend.
Dr. David Jez, P.ENG, PMP (He/Him)
Customer Experience is the end-to-end journey a customer has with you and the many touch-points along the way that shape their perception. Too few companies, however, manage customer experience effectively. As a program manager for a large high-tech development firm I'm involved with these issues regularly. Good companies focus on differentiating themselves through the value of their product. "Great" companies also have passion, 100% commitment towards their customers, and can connect with them emotionally which drives loyalty and differentiation. Suzanne is one of the rare few who has the skill-set necessary to bridge product value with customer experience and ensure company growth and longevity. I met Suzanne several years ago through her work at Twist Conditioning as their Customer Experience Specialist. By chance, my company was just a short walk from Twist and I needed a way to ensure my body stayed healthy with so much computer work during the day. Twist's structured training programs were a perfect fit. I can still remember how positive my first experience was with Twist and I continue going today with that same positivity intact. Suzanne was instrumental in designing Twist's customer experience program and I whole-heartedly recommend any company with a drive for excellence to have a conversation with her. Lastly, I'm happy to say since our first meetings at Twist, and over the last several years, she has also become an invaluable friend.
Dr. David Jez, P.ENG, PMP (He/Him)
Customer Experience is the end-to-end journey a customer has with you and the many touch-points along the way that shape their perception. Too few companies, however, manage customer experience effectively. As a program manager for a large high-tech development firm I'm involved with these issues regularly. Good companies focus on differentiating themselves through the value of their product. "Great" companies also have passion, 100% commitment towards their customers, and can connect with them emotionally which drives loyalty and differentiation. Suzanne is one of the rare few who has the skill-set necessary to bridge product value with customer experience and ensure company growth and longevity. I met Suzanne several years ago through her work at Twist Conditioning as their Customer Experience Specialist. By chance, my company was just a short walk from Twist and I needed a way to ensure my body stayed healthy with so much computer work during the day. Twist's structured training programs were a perfect fit. I can still remember how positive my first experience was with Twist and I continue going today with that same positivity intact. Suzanne was instrumental in designing Twist's customer experience program and I whole-heartedly recommend any company with a drive for excellence to have a conversation with her. Lastly, I'm happy to say since our first meetings at Twist, and over the last several years, she has also become an invaluable friend.
Dr. David Jez, P.ENG, PMP (He/Him)
Customer Experience is the end-to-end journey a customer has with you and the many touch-points along the way that shape their perception. Too few companies, however, manage customer experience effectively. As a program manager for a large high-tech development firm I'm involved with these issues regularly. Good companies focus on differentiating themselves through the value of their product. "Great" companies also have passion, 100% commitment towards their customers, and can connect with them emotionally which drives loyalty and differentiation. Suzanne is one of the rare few who has the skill-set necessary to bridge product value with customer experience and ensure company growth and longevity. I met Suzanne several years ago through her work at Twist Conditioning as their Customer Experience Specialist. By chance, my company was just a short walk from Twist and I needed a way to ensure my body stayed healthy with so much computer work during the day. Twist's structured training programs were a perfect fit. I can still remember how positive my first experience was with Twist and I continue going today with that same positivity intact. Suzanne was instrumental in designing Twist's customer experience program and I whole-heartedly recommend any company with a drive for excellence to have a conversation with her. Lastly, I'm happy to say since our first meetings at Twist, and over the last several years, she has also become an invaluable friend.
Experience
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CFA Society Vancouver
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Canada
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Financial Services
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1 - 100 Employee
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Membership and Programs Coordinator
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Jan 2016 - Present
https://www.cfasociety.org/vancouver/Pages/default.aspx https://www.cfasociety.org/vancouver/Pages/default.aspx
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VRCA - Vancouver Regional Construction Association
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Canada
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Construction
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1 - 100 Employee
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Manager - Member Experience
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Jan 2015 - Sep 2015
Supporting the non-residential Construction Industry, the VRCA serves over 600 company members made up of General Contractor’s, Trade Contractor’s, Manufacturers and Suppliers with annual revenues ranging from $1M to several hundred million. My focus was ensuring a high level of member renewal and creating an exceptional qualifying and on-boarding experience for new members. What I loved about my work at the VRCA: * Developing great relationships with many different construction businesses and the people who ran them. * Drawing insights from these relationships to help build strong and relevant membership offerings to support their businesses. * Working with the Events and Marketing team to evolve and keep the member experience fresh and engaging.
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Pollika Yarn & Design
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Burnaby, BC, Canada
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Business Development
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Jul 2013 - Sep 2014
Pollika is a wholesale distribution business importing unique high end crafting materials from Europe for distribution in North America. Customers are primarily small business retail outlets - both on-line and “bricks & mortar” stores. What I loved about my work at Pollika: * Getting into our “customers shoes” to understand their business challenges, who their customers are and how our products could best support their business growth. * Weaving Pollika’s Core Values through our brand design and marketing literature. * The challenge of taking "delicious" photographs of each product to illustrate the quality and feel and inspire purchase.
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Twist Performance & Wellness
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Spectator Sports
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1 - 100 Employee
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Director of Client & Customer Experience
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Nov 2011 - Nov 2012
TWIST is a Sport Conditioning & Functional Fitness company. What I loved about my work at Twist: * Bringing a customer experience perspective to business decisions, logistics and communications to influence relationships with our customers, brand exposure, brand loyalty, customer retention, staff retention and revenue. * Identifying a unique “Twist Experience” at each customer touchpoint and seeing it replicated at every franchise location. * Leading the team through a Core Values process and witnessing powerful results!
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Twist Conditioning Inc
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Wellness and Fitness Services
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1 - 100 Employee
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Customer Experience Specialist
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Nov 2007 - Feb 2011
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ProCoach
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North Vancouver, BC, Canada
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Program Manager
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2004 - 2007
ProCoach offers small business owners and entrepreneurs a systematic coaching program to accelerate their results. What I loved about my work with ProCoach: * Being part of a team dedicated to excellence & the desire to continuously improve and evolve a product and its delivery to the customer. * Feedback from our members that they were in a great relationship with us and were achieving great results from from using our product. * Working for a company that operated in the black from the very first year of operation.
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La Raffinage Spa
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Vancouver, BC, Canada
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Spa Manager
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2002 - 2004
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YES Tours
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Whistler, BC, Canada
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Administrative Manager
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1999 - 2002
The YES Team delivered an unforgettable winter holiday experience that defined us from our competition. The YES Team delivered an unforgettable winter holiday experience that defined us from our competition.
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Eagle Rock Cafe
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New Zealand
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Restaurant Co-Owner
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1995 - 1999
Owning a restaurant was the toughest and by far the most rewarding work I have ever done. My passion was creating, executing and maintaining an exceptional dining experience in a seasonal community. We focused on showcasing New Zealand produce - supporting local food vendors & new wineries. Our clients ranged from ski holiday visitors in the winter to local residents in the summer. What I loved about my work in this business: * “Setting the table” - perfecting the presentation every night. * Introducing great local food and wine to our customers. * Always learning & evolving what we offered and delivered to our diners, knowing every detail about our product to respond to their questions. * Exceeding the expectation of a customer and witnessing their reaction. * Creating new ways to acknowledge our regular customers. * Listening to customer feedback and activating change. * Learning how to run and build a business by trial & error and making money.
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Education
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University of Life
Perceptive Engagement, Relationships, Business, Communication, Happiness
Community
