From client to employee: Brian Dennis joins Service Management Group
Customer and employee experience management provider, Service Management Group, has hired Brian Dennis as SVP, Retail Customer Engagement.
Dennis is something of a retail veteran, having worked for the likes of Kohl’s Department Stores, Albertsons and SUPERVALU. “I was an SMG client for years, and the organisation is so much more than a software provider. My SMG team understood our business and goals well enough to provide retail thought leadership and insights I couldn’t get with SaaS providers,” he says.
“Working together on the Kohl’s business, we were able to drive year-over-year improvements in overall satisfaction and a best-in-class ranking in the department store and big box space. And now I’m in a unique position to use my experience as a practitioner to help other brands set strategy and deliver outcomes.”
“Brian knows his stuff,” comments SMG President Michele Vance. “We were lucky to have him as a client, and we’re lucky to have him in a position to help partners and potential clients. Beyond his outstanding track record in the CX space, Brian’s proven coaching ability is a real asset given our dual focus on software solutions and professional services.”
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