CADY exists to inspire and unleash human potential. Started in 1999, we have become the fastest growing photography company in the U.S., with an average 40% growth each year. Through photography, classroom solutions, school branding, and more, we deliver an experience unlike anything in our industry. We are an innovative company competing to outdo ourselves, year after year. As the nation's premier school photography company, we engage with students, schools, and our team members to make them feel accepted and empowered. CADY's mission is to go beyond a portrait and to provide a premier experience for the
extraordinary- because each of our guests, school partners, and team members are utterly extraordinary.
Job Summary
Under the direction of the Vice President of Sales, the School Experience Director (SED) will be focused on ensuring a strong relationship and positive experience for all schools that CADY supports. The SED will be responsible for all managerial aspects of the School Experience team including staff leadership, process improvement, problem solving, and collaboration with other departments to ensure the highest quality service. The primary goal of this team is to provide
sales support by assisting the sales representatives in achieving their targets. This includes ensuring they have the necessary tools, resources, and support to enable them to effectively sell the company's products and services. As part of this, the School Experience team is responsible for working directly with school clients (yearbook advisors and other administrators) for all aspects of event coordination and logistics as well as service inquiries. In addition, they perform various inside sales and administrative activities to support the Sales team in the various tasks and projects throughout the year as it relates to the needs of our schools. The ideal candidate will have experience providing direction and training to sales support staff to increase the overall satisfaction of clients resulting in high retention rates and loyalty to the company. They will have a positive attitude, experience supervising a team, and ability to diffuse a situation and solve problems as they arise. The candidate must be flexible and demonstrate excellent communication skills.
Essential Duties & Responsibilities
Staff leadership comprised of up to 15 School Experience Representatives
Direct Staff Supervision
Employee Recruiting, Staffing, and Retention
Execute training and performance accountability
Motivate team members to meet or exceed performance standards
Develop and deliver actionable plans to address performance deficiencies and deliver an excellent customer experience and achieve same day resolution
Manage employee performance and attendance ensuring corrective actions are documented and progressed according to company policy
Provide support and guidance as needed for staff to effectively complete their responsibilities
Contribute to the development of refresher and training documentation
Contribute to the development and maintenance of a central employee knowledge base
Work volume forecasting, workforce/staffing planning
School Relationships & Service Delivery
Service as a "filter" to achieve zero error impacts to School
Conduct a bi-annual School Satisfaction survey to evaluate NPS, individual feedback, and other feedback/process improvement opportunities
Build strong relationships with school clients (Yearbook Advisors and other Administrators) through personalized contact and regular interaction
Handle incoming questions, complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of client interactions, process client accounts and file documents
Identify and assess customer needs to achieve 100% satisfaction
Maintain accurate and complete School profiles and other client information management
Maintain, enter, and oversee production and studio Jobs in the company systems
Complete onboarding in its entirety for new schools (including contract verification)
Sales Team Relationships
Ensure the School Experience team is in constant contact with the sales representatives to ensure they are proactively provided support.
Ensure proactive and accurate communication with the Sales team to achieve alignment in the delivery of exceptional service to CADY customers
Gather Sales team feedback as part of the School Experience top success measures
Participate in partnership initiatives to work cohesively on opportunities to provide a exceptional client experience
Cross Functional Teamwork & Process Improvement Initiatives
Conduct root cause analysis to identify areas for improvement
Identify process improvements, tools, and recommend comprehensive solutions that result in enhanced performance and execution of the client experience function
Advocate as the "voice of the client" in organizational decisions that affect client experience
Collaborate with other internal departments to ensure daily execution supports maximum customer, employee, and business interests
Identify process improvements and recommend comprehensive solutions that result in enhanced performance and execution of the School Experience function
Customer Issue Resolution
Provide resolution for escalated scenarios beyond the school Experience
Representatives and Executive team as required
Lead collaboration and drive root cause resolution, and take ownership for follow-up/through with other departments in order to ensure client concerns are addressed and resolved quickly
Other Administrative and Operational Functions
Process development and documentation
Other activities as assigned
Position Requirements
Bachelor's degree or one year of relevant experience may be substituted for each year of required education
Proven management experience, preferably with a sales support team
Ability to manage projects from idea to completion
Extreme attention to detail and multi-tasking abilities
Excellent verbal and written communication skills
Excellent organizational skills, attention to detail, and commitment to producing quality work in a fast paced environment
Strong analytical and problem-solving skills
Dynamic and agile approach to rapidly changing demands of a growing company
Team player with self-confidence, assertiveness, and motivation to succeed
Ability to work independently and as part of a cross-functional team
Proficient with Microsoft Office & Google Suite
Flexible with managing a fast-paced environment
Must pass a satisfactory background check
Physical Requirements and Environmental Factors
Travel as needed
Public/group presentations
Extended periods of viewing computer screens
Stationary for extended periods
Walk/Move inside or outside for more than 6 consecutive hours
Able to communicate with customers and team member