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.
30+ days ago