Sr Dir National Account Customer Experience

Description

At Bunzl, We Put People First .

• Bunzl was recognized as one of Forbes 2022 America's Best Mid-Sized Employers.

• Bunzl is a global company that offers job stability and career growth.

• A full range of great benefits including paid time off, medical, dental, vision, 401(k), educational assistance and much more to help employees take care of themselves and their family.

• A proud commitment to Diversity, Equity, and Inclusion (DEI) initiatives driving awareness and creating a diverse, equitable, and inclusive culture.

• A green company with specific programs to enhance and upgrade our business practices and procedures to reduce any harmful effects our activities have on our planet.

The Senior Director (SD) of Customer Experience specifically supports the Vice President of Customer Experience in the day-to-day operations and strategic management of all existing business.

The SD proactively manages and is ultimately responsible for the overall performance of the Customer Experience team (NAMs, Sales Operation Specialists, and Customer Service).

The SD ensures organizational alignment throughout the Customer Experience/account mgmt. organization via sharing of best practices, management of talent, cross-functional communication and collaboration, etc.

The SD also proactively works to ensure profitable business through the active resolution of service and/or operations issues by leading cross-functional teams, as necessary, of procurement, finance, IT, inventory management, and/or others, and is responsible for the timely follow-up to ensure the resolution has been effectively implemented.

In addition, to support incremental business growth and lost business recovery, the SD is responsible for collaborating with other Customer Experience team members who are deployed as dedicated liaisons for expansion of existing revenue streams as well as responding to organic opportunities.

Responsibilities:

• Create, document, enforce and maintain documented best practices for existing business

• Establish processes and procedures for active account management, focused on measurement of defined Service Level Agreements (SLAs), profitable account outcomes, enforcement of all contractual obligations, and management of scope creep

• Ensure Directors and their assigned NAMs, as well as Customer Service and Sales Ops Specialists are proactively communicating, documenting, and confirming assigned client satisfaction levels and resolving any open issues

• Oversee and actively manage the hiring, training, development and performance management of the sales organization for existing business and direct management of NAMS and all other assigned Customer Experience staff. Inclusive of goal setting, conducting mid-year and annual performance assessments (LEAP)

• Establish and maintain regular meetings with all direct reports to proactively review relevant data, identify and remove obstacles, and suggest areas of improvement or ways to strengthen the client relationship

• Serve as the voice of authority for Customer Experience in cross functional internal meetings and projects – (liaison for Operations, Transportation, Finance, IT, etc)

• Attend meetings or participate in cross functional projects as requested or assigned by VP of Customer Experience

• Support professional development of Acct Management team leaders in selection of relevant internal and external training programs

• Attend flagship customer meetings as needed or determined necessary in support of assigned NAM or house account team

• Ensure that relevant team members maintain an understanding of every client contract, standard program reporting, aged inventory, use of the ordering portal, and defined program SLAs

• Establish, implement and maintain account profitability standards with input provided by VP of Customer Experience

• In collaboration with dedicated Sr Director liaison for revenue growth, support the onboarding of new clients, including, but not limited to, proper set up in systems, and assignment of an account management team

• Ensure the active management of the overall client Quarterly Business Review process

• Proactively monitors client credit risk and coordinate with BRS Credit Management leadership as needed in alignment with Accounts Receivable management.

• Proactively build strong relationships with clients that expand program revenue, and be able to guide problem resolution discussions to mutually reasonable conclusions that protect margin and relationships.

• Stay up to date on all retail trends, including shifts in consumer buyer behavior, mergers and acquisitions, store closings, etc. Measurements for success:

• High performing staff in place (within budgeted parameters); underperforming talent is appropriately and positively addressed up to and including separation

• Existing Customer Experience portfolio is profitable per flagship account on an annual basis, and/or a defined plan is in place and being actioned for any that are not meeting this criteria

• Aged inventory meets defined criteria

• Accounts Receivable are managed within defined company goals

• Documented positive feedback from Flagship Customers

Requirements:

• High school diploma or GED equivalent required

• Bachelor’s degree preferred

• Minimum of 10 to 15 years of account management experience, at least 5 years managing others or equivalent experience.

• Strong understanding of distribution and logistics services

So, what are you waiting for? A new career awaits you with endless opportunities.

Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.

Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.

Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)