Mark DeLembo

In his role as the Director of Customer Experience, Mark and his team are responsible for both the Voice of the Customer (VoC) and Voice of the Coworker (VoCW) programs for Rent-A-Center, and several other LOBs under the upbound, inc., umbrella. This also includes the Chat, Social Media teams, along with Community Relations. With over 37 years of retail experience, including almost 26 years at Rent-A-Center, Mark has a deep understanding of the critical factors that drive the customer experience at each point throughout their journey. He is sincerely passionate about the customer, utilizing the VoC insights to uncover and prioritize customer pain points, and working cross-functionally to resolve global issues that improve the experience across the organization. In addition to his current role, Mark has previously held positions in Training, Operations Support, and Field Operations.

Mark holds an MBA from Cleveland State as well as a BS/BA degree from John Carroll University. He and his wife currently reside in Celina, Texas.