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.
Inside Sales:
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.
Quoting:
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.
Marketing:
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.
Distribution:
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.
CRM Management:
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.