As part of its ongoing commitment to deliver the type of auction experience that customers expect, Manheim has named Tony Drummond as vice president of customer experience and Jim Williams as vice president of operations support. Both leaders will report to Ashish Bisaria, senior vice president of customer experience.
“Tony and Jim are both true testaments to Manheim’s goal to put the right leaders in place to drive business growth and expand our customer base,” said Bisaria. “These dynamic leaders will use their expertise and experiences to deliver solutions to help our customers succeed. Our customers will benefit from the leadership and insights of Tony and Jim.”
Drummond joined Manheim February 17 after serving as an associate partner with IBM’s Global Business Services group since 2011. Drummond’s background includes the many aspects and complexities of customer experience and integrated marketing, including CRM strategy definition, business process reengineering, technology integration, and the end-to-end customer engagement lifecycle. He joined IBM in 2001 and held a variety of roles.
During his career, Drummond has created solutions that incorporate all customer information from analytics and data to social, mobile and digital interface with customers. He has worked with many organizations to define the “voice of the customer” and translate this into business and organizational strategy to drive new and incremental revenue.
“Tony has a core capability and process strategy for establishing insights through customer data and analytics, and then translating that into business process change,” Bisaria said. “Tony believes that the foundational building blocks of customer value are data, process and CRM tools that bring the insights to life.”
Williams, who joined Manheim February 24, was responsible for strategic development with Premium Retail Services in his previous role.
Prior to joining Premium Retail Services,Williams served in a variety of roles at Best Buy, including senior director of sales and operations and vice president of sales development. At Best Buy his operational and sales responsibility included four key businesses: computing, digital imaging, MP3 and services which accounted for $20 billion in revenue during the time he managed it. The primary goal of this function was to develop operational strategies to improve customer experience while driving out cost and optimizing operations. Before joining the sales development team at Best Buy, Williams was responsible for the eastern half of Best Buy’s Geek Squad services business where he led an organization of over 10,000 people.
“Jim is an innovator with the courage and conviction to constantly improve, and he does this in a way that adds value to the business, “Bisaria said. “He has deep experience with building customer relationships and implementing strategies.”