Stuller, Inc.

  • Customer Experience Segment Manager

    Job Locations US-LA-Lafayette
    Posted Date 2 weeks ago(5/14/2018 1:36 PM)
    Req No.
    2018-6364
    Type
    Full-Time
    Category
    Marketing
    Work Hours
    8-5
  • Overview

    The Customer Experience Segment Manager will be responsible for managing a defined segment of Stuller customers; reporting on and growing their assigned customer group.  They will be responsible for building and evolving our current service models to create better experiences for these customers as well strategies to develop relationships with these customers. They will also be a representative of Stuller that dynamically presents products, programs and services to customers.

    Qualifications

    • 3-5  years of previous sales experience
    • Minimum 5 years’ experience in a high volume customer service environment 
    • Ability to work independently and within a team environment.
    • Ability to manage changing priorities, meet deadlines and adapt to a changing business environment with a results-oriented mindset
    • Microsoft Office Suite proficiency: Word, PowerPoint, Excel – including pivot table
    • Salesforce™ experience preferred or experience with other CRM software system
    • Excellent verbal and written communication skills, including oral presentations
    • 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.
    • Self-starter, high level of initiative, proven proactive thinker.
    • Highly proficient in time management, organization, planning and prioritization
    • Excellent organizational, written, listening and verbal communication skills.
    • Professional business presence and acumen.
    • Proven initiative, positive attitude, team oriented, self-motivated and highly enthusiastic
    • 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
    • Travel Required

    Responsibilities

    • Reporting on Service Level for group
    • Reporting on Total Performance for Group
    • Responsible for building service models/ toolbox for specific segment
    • Develop a significant understanding of the Stuller customer base; socializing and reporting on new learnings and insights
    • Glean customer insights from Customer Segments and communicate insights to company
    • Participate in design and activate ongoing updates to Customer Data
    • Awareness of the Jewelry Industry and other consumer behavior
    • Acquisition Strategies for new customers to group; Reporting on New Customers
    • Work with the Ambassador team to develop onboarding and hosting strategies for defined segment
    • Demonstrates leadership on project developments and maintains support throughout project completion.
    • Use of varied methods of communication with customers: Travel, On Site Hosting, Phone and WebX
    • Travel to current and prospective customers’ stores to open accounts, introduce new product offerings, close sales, negotiate pricing and terms, maintain programs, offer training, and deepen relationships.
    • Travel and sell at trade shows and Stuller-sponsored events such as Bridge, Workshop, Transform.
    • Establish relationships with inside specialists to ensure an integrated experience for customers.
    • Capture customer information utilizing Salesforce and assist in maximizing use by other sales team members
    • In collaboration with sales leadership and the finance division, identify and develop key metrics to measure customer and personal performance
    • Track and submit expenses.
    • Participate in required Stuller-sponsored training.
    • Participate in monthly file reviews and routine on-site visits
    • Partner with Events & Education team to plan and execute strategies specific to Customer Segment
    • Responsible for event sales forecast, budget and monthly revenue reports. Provide reports weekly.

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