Rachael Zaluzec

Responsible for working across VW Group brands to cultivate retail customer relationships and serve as the senior customer advocate throughout the organization and onall contact points and social platforms. Leads the development of the organization’s customer experience strategy to create an exceptional, multi-channel customer interaction experience incorporating industry-leading technology, and help define the in-dealership sales and service experience for customers. Operational oversight includes all aspects of customer experience, support, service, relationship management and loyalty.

Lead the team and strategy for design and execution of CRM related activities across VWGoA market brands to ensure consistency of Customer Relations and Issue Resolution processes. The focus of this role supports Audi of America and Volkswagen of America for CRM systems, Processes, Staffing, Customer Experience Development, Roadside Assistance and Escalated Issue Resolution. Responsible for design and implementation of integrated CRM process and technology solutions, across the functional areas of Sales Lead Management, Campaign Management and Customer Request and Complaint Management. Responsible for overall business strategy to create core operating processes and shared platforms to enable stakeholders to be efficient and effective in customer touch points while maintaining brand differentiation to ensure loyalty and continuity with customer expectations.

Senior Leader for Group Customer Relations at VWGoA supporting Audi of America, Porsche Cars North America and Volkswagen of America for CRM systems, Processes, Staffing, Customer Experience Development, Roadside Assistance and Customer Resolution and Retention to ensure long-term customer loyalty to our brands.

Directly responsible for planning and implementing HR strategies that support a high performing culture and recognition as a top employer. Served as key HR business partner to executives responsible for Group Support Functions and lead a team of HR Business partners in delivery of HR consulting services to optimally manage talent and employee engagement. Ensured best in class services were provided through innovative and data driven practices in support of total workforce talent acquisition. Maintained responsibility for the design, development, execution and measurement of talent acquisition and workforce planning strategies for direct and contingent workforce for business units within Volkswagen Group of America.

Designed, managed and executed project and program plans aligning enterprise wide HR activity to organizational strategy with particular focus on two separate areas: Contingent Staffing and VW Brand Retail Sales Experience. Contingent Staffing: Responsible for the design, development, execution and measurement of processes for the acquisition and management of full enterprise contingent workforce planning and strategy that successfully launched organization wide in April 2011 with a cost reduction of 10%. Optimized VWGoA organizational utilization of contract staffing through policy design, workforce planning efforts and co-employment compliance. Oversaw operations Program Office administering process and VMS integration. VW Brand Retail Experience: Responsible to define and manage the scope, schedule, cost and deliverables for a key VW Brand Retail Sales enhancement program. Plan and facilitate dealer meetings, workshops and interactions to define process improvements and measure results. Serve as the trusted corporate liaison to dealers involved in the program to ensure clear communication, understanding and expectations.

Responsible to define and deliver market competitive domestic relocation policies for a suite of clients in the automotive, manufacturing and pharmaceutical industries. Served as overall client relationship manager and point contact to support transitioning employees. Specialized in all logistical elements of domestic relocation including real estate valuation and home sale programs, shipment of household goods, tax equalization and employee counseling. Oversaw full headquarters relocation of Volkswagen Group of America from MI to VA.

Concentrations: Telecommunications, Public Relations and German Language