Roy Carter

Charged with broadening range of products to create a new brand for the outdoor enthusiast for this $2.9Bn recreational vehicle and housing components supplier. Expanded sales and achieved KPIs for customer service interactions. Designed new products to fill in gaps in current product offerings. Identified M&A targets globally. Directed three executives covering customer service, call center, and sales with global responsibility for the USA, Canada, Europe, Australia, and China. Led and motivated executive team and staff of 450 aftermarket and service personnel to deliver new global strategies on customer service, including technical training and new product development. Managed full P&L responsibility. • Introduced Floë product to US market, voted Best New Initiative in the RV and marine industry. • Launched new E-commerce website within the first year, generating a solid revenue stream during unprecedented times of COVID trading. • Developing leisure furniture / outdoor accessories, recruiting company’s first FMCG product designer. • Expanded product diversity in the marine division by building sports product creating Aqua Training Bag, the world’s first smart workout punching bag. • Developed global aftermarket in Europe, China, and Australia. Led consumer focus group surveys on products customers would like to see available online; created new designs under one brand offering. • Introduced artificial intelligence (.ai) solutions into call center to allow 30% flexibility in call volume handling without headcount growth.