Paul Tinsley Email Address

Senior Manager

ARC'TERYX is a high performance outdoor equipment company known for leading innovations in climbing, skiing and alpine technologies

I am a customer experience leader with 20 years of knowledge working with three high growth outdoor sporting goods brands. I help growing companies deliver great customer experiences through improved business workflows and developing engaged teams. For example, in my last role, I identified within the first 3 months that to achieve the company’s goal of “doubling sales in 5 years” leveraging technology was vital. As a result, we negotiated a 3-year Salesforce.com contract and launched in 9 months enabling the company to scale the customer base globally and improve service delivery. Employee development and engagement is a key contributor to customer success. Through strategic promotions and coaching, I have a successful record of building teams empowered to deliver best-in-class brand experiences. CAREER HIGHLIGHTS •Led the development and growth of the Arc’teryx Service Teams and scaled 4 departments to a peak of 118 staff in Canada, America, and Europe, servicing B2B, D2C and AfterSales/Warranty/Repair, enabling a fast growth 9-figure business. •Helped launch the Arc’teryx European eComm go-live. Hired and trained the European D2C service manager and 8 CSRs in Spain to support 8 countries and 9 languages. •Outpaced corporate customer experience targets in a multi-brand outsourcing environment, eight years running. Net Promoter Score +40, Customer Satisfaction 8.5. •Reduced annual staff turnover from 62% to 30% within 12 months - saving ~288,000/year in replacement costs. • Reduced warranty replacement costs by more than 10% in the Arc’teryx European wholesale account base by partnering with IT leadership to design and launch a self-service Product Warranty and Repair platform. •Decreased inbound customer contacts by more than 5% in 6 months by integrating order delivery and tracking information in customer facing communication. Dual Citizenship: Canada, USA Masters Athlete - Cycling paultinsley11@outlook.com