Managing Director, Client Services
Heather is a Managing Director in Client Services at Root, beginning her career in 2002. Her work focuses on the retail, hotel, and restaurant industries. Heather’s expertise is in aligning senior teams on their customer experience strategy and developing launch and sustainment programs that engage managers and front-line employees to deliver an experience that matches the brand promise. She has also partnered with many companies to architect culture change strategies designed to increase manager, employee, and franchisee passion for the brand.
Her clients include Bloomingdale’s, Delta Air Lines, Gap Inc., Embassy Suites, Hilton Garden Inn, Home Depot, IKEA, Kroger, Macy’s, Nordstrom, Old Navy, Petco, Pizza Hut, Swarovski, Taco Bell, US Airways, and Yum! Brands. Heather also co-leads Root’s consultant group, focusing on recruitment and selection, onboarding, ongoing skill building, networking, and career development.
Heather holds a BS in molecular biology from the University of Michigan, as well as an MS in genetic counseling from the University of Michigan Medical School. She also has an MBA in corporate strategy from the University of Michigan Ross School of Business. Before joining Root, Heather was a certified genetic counselor at Hutzel Hospital in Detroit.
Heather enjoys Bikram yoga, golf, travel, and alpine skiing. She is an avid fan of the Michigan Wolverines and Auburn Tigers football, and she loves to spoil her “brothers,” two golden retrievers that reside with her parents.