Customer Experience Director
2 weeks ago
The Customer Experience Director will be responsible for overseeing all aspects of customer support, inside sales, quoting, marketing, and the distribution business. This individual will play a critical role in driving customer satisfaction, fostering strong relationships with customers, and optimizing the overall customer experience.
Key Responsibilities:
Customer Support:
- Develop and implement strategies to enhance the customer support process, including timely response to inquiries, issue resolution, and post-sales support, PO management, and order updates.
- Establish and maintain service level agreements (SLAs) to ensure high-quality support standards are met.
- Lead a team of customer support representatives, providing guidance, training, and performance management.
- Build robust inside sales function that focuses on opportunity identification and qualification and drives inside sales initiatives to achieve revenue targets and maximize sales opportunities.
- Create collaborative support of sales opportunities and customer engagement through information and marketing collateral support and detailed project management to drive positive customer interactions and experience.
- Collaborate with the sales team to identify and pursue new business opportunities.
- Develop sales strategies and tactics to effectively promote motor and drive products to existing and prospective customers.
- Oversee the quoting process, ensuring accuracy, competitiveness, and timely delivery of quotes to customers and the sales team.
- Analyze market trends, pricing data, and competitive landscape to optimize quoting strategies.
- Oversee the development and execution of marketing campaigns, promotions, and product launches to drive customer engagement and brand awareness.
- Utilize market research and customer feedback to inform marketing strategies and messaging.
- Oversee the creation of compelling marketing collateral, including brochures, presentations, and digital content.
- Manage the distribution network, including distributors, dealers, and partners, to ensure efficient product distribution and availability.
- Monitor inventory levels, demand forecasts, and logistics to optimize distribution channels and minimize lead times.
- Establish performance metrics and KPIs to measure the effectiveness of distribution operations and identify areas for improvement.
- Oversee a comprehensive CRM strategy that aligns with business objectives and supports sales data needs.
- Ensure CRM data is utilized in strategic sales decision making, forecasting and customer relationships.
Qualifications:
- Bachelor's degree in business administration, marketing, engineering, or related field;
- Proven experience in a similar role within the heavy industrial or manufacturing industry, with a focus on engineered products, repair and return and service work
- Strong leadership skills with the ability to motivate and inspire cross-functional teams.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
- Analytical mindset with the ability to interpret data and market trends to drive informed decision-making.
- Proficiency in CRM software, ERP systems, and Microsoft Office Suite.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and deadlines.
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