Stuller, Inc.

Customer Education Manager

Job Locations US-LA-Lafayette
Posted Date 3 weeks ago(2/6/2018 3:31 PM)
Req No.
2018-6101
Type
Full-Time
Category
Marketing
Work Hours
8:00-5:00

Overview

The Customer Education Manger will be responsible for the planning, execution, and post analysis for all Customer Education.  This role will fully support our strategy to build and strengthen our relationships with our customers through education via multiple platforms (class settings, events (onsite & offsite) and web).   The Customer Education Manager will report to the Director of Events and Education and will align with the Customer Events Manager and Customer Ambassador Manager.   The Customer Education Manager will manage the education strategy, curriculum, LMS software and work cross functionally to VOC, Marketing, and Sales on customer educational needs and content development based off the changing customer base and industry.    

Qualifications

  • Educational Studies Degree, Marketing or equivalent degree required
  • 7+ years Education, Marketing, and/or Events Specific experience preferred
  • Minimum 5 years’ experience in a high volume customer service environment
  • Proven track record of increasing sales and growth by leading a team to implement a sales & marketing plan
  • Microsoft Office Suite proficiency: Word, PowerPoint, Excel – including pivot table use
  • LMS software experience preferred
  • PowerPivot experience preferred
  • Salesforce™ experience preferred or experience with other CRM software system
  • Excellent verbal and written communication skills, including oral presentations

Skills:

 

  • Ability to manage  and motivate teams
  • Ability to work cross functionally across the organization to motivate others
  • Commitment to customer service (internal and external).
  • Creative thinking and planning on strategies to improve the customer experience.
  • Exceptional project management skills as well as attention to detail.
  • Creative and innovative thinker.
  • Self-starter, high level of initiative, proven proactive thinker.
  • Highly proficient in time management, organization, planning and prioritization
  • Superior communication skills, both written and verbal.
  • Professional business presence and acumen.
  • Proven initiative, positive attitude, team oriented, self-motivated and highly enthusiastic
  • Project management skills within the Events team and cross functionally
  • Ability to manage changing priorities, meet deadlines and adapt to a changing business environment with a results-oriented mindset
  • Strong interpersonal skills and ability to establish rapport
  • Emotional intelligence dealing with varying groups within an organization and record of successfully moving projects to completion

Responsibilities

  • Coordinate and oversee total customer experience for all education. 
  • Responsible for brand integrity for both appearance and composition of education. 
  • Building and planning the customer education curriculum  based on customer segments
  • Project management (task/deadline oriented) to make sure the planning is executed across departments and on time. 
  • Develop and plan educational opportunities based on customer interest and needs within each customer segment.  
  • Key user in LMS software selection and build out of Stuller Education Platform for our customers Plan attendance and revenue opportunity by developing and implementing sales and marketing strategies/measurements for ambassadors and sales team to promote Stuller “U” launch
  • Ensure post-event outreach efforts are maximized, encouraging continued growth in education/event attendees
  • Create and manage detailed project/event plans, communicating effectively
  • Working with Marketing, responsible for all education communication and collateral including web sites for education marketing and registration
  • Development of scheduling and content for all Customer Education geared at building relationships that breed customer loyalty.
  • Lead, manage and mentor education staff
  • Development/Training of the Customer Ambassador Team, ensuring they are groomed to be Stuller customer representatives who set the bar for our Customer Experience.
  • Responsible for clear and timely communication regarding education efforts internally and externally
  • Fully utilize use of Salesforce as CRM tool
  • Work closely with Event Manager, Marketing, Merchandising, and Sales teams to listen to input and determine best output based on customer needs.
  • Partnership with the sales team to implement successful education awareness strategies.
  • Identify and clearly communicate expectations for sales personnel in attendance with regard to sales goals, lead entry into SalesForce, other benefit opportunities and necessary roles/schedules while working the event.
  • Maintain awareness of education trends and standards from both within and outside of the Jeweler industry
  • Analyze and report on education pre/post survey’s

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