Senior Customer Success Manager, Remote New York at Inmar, Inc. in New York, New York

Job Description:

The Senior Manager Customer Success is responsible for working with Wakefern’s Media & Digital Team as well as Category Managers (Merchants) and Own Brands teams to build and execute campaigns focused on driving retention and loyalty for Wakefern and CPG brands. The Sr Manager assists the Sr. Director in working with our Customer Intelligence and Analyst Teams, Product, Shopper Marketing, Sales and Operations personnel in support of Wakefern to secure CPG and Wakefern Corporate investments, execute campaigns on time and maximize the Return on Investment of those campaigns based on defined objectives.

The Senior Manager Customer Success is responsible for working with Wakefern’s Media & Digital Team as well as Category Managers or Merchants and Own Brands teams to build and execute campaigns focused on driving retention and loyalty for Wakefern and CPG brands.
The Sr Manager assists the Sr. Director in working with our Customer Intelligence and Analyst Teams, Product, Shopper Marketing, Sales and Operations personnel in support of Wakefern to secure CPG and Wakefern Corporate investments, execute campaigns on time and maximize the Return on Investment of those campaigns based on defined objectives.

Ideal candidate would have experience working for a Consumer Packaged Goods company, a marketing services provider, shopper marketing agency or retailer (Grocery, Drug, Dollar, Mass).

This position is remote with the ideal candidate being in the New York metro area or New Jersey.

Primary Accountabilities:

• Gain alignment with Wakefern Merchandising and Own Brand Teams on department, category and brand priorities tied to Wakefern commercial plans


• Present category and brand opportunities to drive loyalty and sales to Wakefern Category Managers, aligning on CPG partners to lock in media and incentives campaigns that tie to business objectives.  Priority areas of focus are:  New Item launches, amplifying key merchandising events, optimizing quality and quantity of campaigns for seasonal events and driving evergreen campaign solutions


• Work with Inmar Customer Intelligence team to build and present Category Manager scorecard results across sales targets and shopper loyalty progress based on post campaign measurement


• Coordinate with the Inmar shopper marketing team, sales and the operations teams to ensure timely execution of advertising and offer programming


• Work in partnership with Wakefern to assist in the training and onboarding of customer teams, ensuring strong adoption and ongoing engagement with retail media network solutions


• Own managing weekly revenue reporting, forecasting, and updates for assigned categories and departments


• Assist in building and deploying the best practices to ensure Wakefern and its CPG investors are realizing the maximum benefit from Inmar’s products and services


• Work with the Sr. Director to prepare weekly, monthly and quarterly business review (QBR) meetings


• Manage successful renewal cycles with CPG and Wakefern departments in partnership with Wakefern Category Managers, Inmar Shopper Marketing and sales teams


• Identify quality-improving and feature enhancement requests to drive better outcomes to campaign objectives


• Provide expert customer insight to Product teams on innovation and improvement opportunities for user experience, product features, and customer engagement processes to ensure rapid adoption, greater usage, and high renewal and referral rates

Required Qualification:

• Bachelor's degree


• 2-3+years of progressive experience establishing and working on a Customer Success team within a marketing, advertising technology firm, or retailer


• Digital media, in-store media, e-Commerce software, analytics and business operations knowledge preferred


• Proficiency in Excel and functions such as V Lookups, Pivot tables, etc.


• Experience working to promote value through customer experience


• Exceptional ability to communicate and foster collaborative business relationships


• Process analysis and optimization experience required


• Strategic thinker and creative problem solver

Other:

• Role will require candidate to attend weekly on-site meetings with Wakefern Category Managers at their HQ office located in Edison, NJ


• Preferred experience
  
  
  • Experience working for a Consumer Packaged Goods (CPG) company, a marketing services provider, shopper marketing agency or retailer (Grocery, Drug, Dollar, Mass)
  
  
  • Experience selling and executing digital offsite programmatic media is a plus
  
  
  
  


• Ability to work with data to identify Category challenges & opportunities, and recommend prescriptive solutions to address
  • Telling stories with data
  
  


• Highly motivated, self-starter with an entrepreneurial spirit


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  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

  
  

  While performing the duties of this job, the associate is:

  
  


• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms


• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper


• Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.


• 
  

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time

Regularly: Job requires this activity more than 66% of the time

Occasionally required to view items at an extremely close range and must be able to adjust and readjust focus

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards

As an Inmar Associate, you:

• Put customers first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.


• Treat customers and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external customers and communicate effectively with the objective of delighting and retaining the customer.


• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.


• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.


• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

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