John Turner
@johnturner
Customer Success leader driving operational growth and CX excellence.
United StatesWhat I'm looking for
I am a Customer Success leader with deep experience building high-performing teams and elevating customer experiences across retail and SaaS environments. I blend technical troubleshooting, CRM expertise, and data analytics to translate customer interactions into scalable support initiatives.
At Apple, I directed multi-team retail operations supporting 35,000+ customers annually, launched service innovations like Genius Bar Express, and used Salesforce, SAP, Tableau and Power BI to improve NPS and drive sales growth. I led cross-functional programs, coordinated large-scale product launches, and mentored managers into leadership roles.
Most recently as Director of Retail at Unclaimed Baggage, I managed a 95-person team, drove double-digit revenue lifts in key categories through assortment and pricing changes, and redesigned store flow to increase average order value. I prioritize data-driven decisions and clear cross-functional communication to improve omnichannel outcomes.
I hold certifications in Salesforce, Google Project Management, IBM Generative AI and Python for Data Science, and continually pursue ITSM/ITIL and security administration credentials to keep technical and operational skills current.
Experience
Work history, roles, and key accomplishments
Director of Retail
Unclaimed Baggage
Jan 2025 - Sep 2025 (8 months)
Managed a 95-person retail team and customer lifecycle initiatives, driving +21% YTD electronics revenue and a 12% lift in apparel sales while increasing average order value 68% through merchandising and CX-led pricing changes.
Directed Business and Genius Bar teams supporting 35,000+ annual customers, delivering +25% relationship sales growth and improving NPS by 18 points across 30+ stores through customer success programs and operational improvements.
Led a 200-person cross-functional pilot integrating retail and online teams for the iPhone 13 launch, increasing AppleCare attach from 40% to over 50% and achieving a 15% phone conversion rate with record call volumes.
Area Director of Operations
Captain D's
Jan 2009 - Dec 2011 (2 years 11 months)
Managed 13 general managers and $20M in revenue, delivering +11% YoY growth and improving market NPS by 14 points through standardized procedures and accountability systems.
Senior Manager
The Cheesecake Factory
Jan 2005 - Dec 2009 (4 years 11 months)
Co-led an $18M operation overseeing six managers, maintaining high guest satisfaction through floor leadership and targeted coaching that upheld brand service standards.
District Manager
Waffle House
Jan 2001 - Dec 2005 (4 years 11 months)
Directed operations across three restaurants with $2.5M combined sales, improving market efficiency through operational checklists, labor planning, and early talent development.
Education
Degrees, certifications, and relevant coursework
John hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
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