Eric Schellhorn
Director of Customer Experience
Professional Overview
Eric Schellhorn is an accomplished leader in the outdoor sporting goods industry, currently serving as the Director of Customer Experience and Sportswear, Accessories & Licensing at Ruger Firearms. With extensive expertise in product management, customer relations, and brand development, he is dedicated to enhancing the overall customer experience and driving business growth.
Experience Summary
Current Role
As the Director of Customer Experience at Ruger Firearms, Eric is responsible for overseeing all aspects of the customer journey, from pre-purchase research to post-purchase support. He leads a team of customer service professionals and works closely with cross-functional departments to identify and implement strategies that improve customer satisfaction and loyalty. Under his leadership, Ruger has seen a significant increase in customer retention and a 20% improvement in net promoter scores.
Eric also serves as the Director of Sportswear, Accessories & Licensing, where he is responsible for the development, production, and distribution of Ruger's branded merchandise. He has successfully expanded the company's product portfolio, resulting in a 15% increase in revenue from this business segment.
Career Progression
Prior to his current roles, Eric held the position of Sportswear & Accessories Manager at Ruger Firearms, where he played a key role in driving the company's branding and merchandising strategies. Before joining Ruger, he served as the Category Director & General Manager at Safariland, a leading manufacturer of law enforcement and military equipment, where he was instrumental in developing new product lines and enhancing customer engagement.
Academic Background
Eric holds a Bachelor of Science degree in Business Administration from the University of Florida, with a specialization in Marketing. He has also completed several executive leadership programs, including the Harvard Business School's Advanced Management Program.
Areas of Expertise
- Customer experience management
- Product development and brand strategy
- Omnichannel retail operations
- Inventory and supply chain optimization
- Effective team leadership and collaboration
Professional Impact
During his tenure at Ruger Firearms, Eric has spearheaded several innovative initiatives that have significantly improved the company's customer experience and operational efficiency. He led the implementation of a new customer relationship management (CRM) system, which has enabled the company to provide more personalized and responsive support to its customers. Additionally, he has played a key role in the successful launch of Ruger's e-commerce platform, resulting in a 30% increase in online sales.
Conclusion
With his extensive industry experience, strategic vision, and demonstrated track record of success, Eric Schellhorn is a valuable asset to Ruger Firearms. As the company continues to navigate the evolving outdoor sporting goods market, Eric's leadership and expertise will be instrumental in enhancing the customer experience, driving revenue growth, and positioning Ruger as a leader in the industry.
