Customer Success Executive

Company

Description

ROLE TITLE: CUSTOMER SUCCESS EXECUTIVELOCATION: Midatlantic - United States - NY or NJ preferred------------------------------------------------------------------------------------ REPORTING TO: Director of Sales KEY RELATIONSHIPS:INTERNAL: SALES, ONBOARDING, MARKETING EXTERNAL: KEY ACCOUNTS - RETAIL MANAGEMENT & STAFF, RETAIL OPERATIONS, MARKETING, BUYING & MERCHANDISINGCONSUMERS - RUNNING AND OUTDOOR ENTHUSIASTS, INDIVIDUALS WITH FOOT HEALTH ISSUES------------------------------------------------------------------------------------OVERVIEWAS THE FOOTBALANCE BRAND AMBASSADOR IN THE MARKETPLACE THIS HYBRID ROLE FOCUSES ON BOTH WHOLESALE PARTNER DEMOS, TRAINING, AND ONBOARDING AS WELL AS CONSUMER-FACING EVENTS INCLUDING RUNNING, OUTDOOR, AND GRASSROOTS ACTIVITIES------------------------------------------------------------------------------------MAIN PURPOSE / OBJECTIVES OF ROLE- WORKING WITH HQ AND REGIONAL SALES TEAM, ENSURES NEW DOORS ARE ONBOARDED ACCORDING TO GUIDELINES AND PLANS- ELEVATING THE FOOTBALANCE CONSUMER EXPERIENCE, ENSURING GROUNDBREAKING SERVICE IS DELIVERED TO WHOLESALE PARTNERS.- A 'BRAND AMBASSADOR' REPRESENTING AND PROMOTING THE COMPANY, IN & OUT OF STORE AT TRADE AND CONSUMER EXPOS, RACE AND OUTDOOR EVENTS, AND GRASSROOTS PROMOTIONS------------------------------------------------------------------------------------KEY ROLE RESPONSIBILITIES- THE FOOTBALANCE EXPERT AND BRAND AMBASSADOR IN THE SOUTHEASTERN REGION OF THE US.- WORKING WITH THE REGIONAL SALES MANAGEMENT TEAM, AGREES AND IMPLEMENTS SALES, MARKETING, AND TRAINING INITIATIVES TO DRIVE SELL-THROUGH OF FOOTBALANCE PRODUCTS- AS PART OF THE ONBOARDING TEAM, SETS UP NEW ACCOUNTS AND DOORS WITH THE RELEVANT TECHNOLOGY, PRODUCTS, AND SERVICE PROPOSITION- PROVIDES ONGOING TECHNICAL, SERVICE, AND PRODUCT TRAINING / COACHING TO ENHANCE THE CUSTOMER EXPERIENCE AND RATE OF SALE- WORKING WITH OPERATIONS AND STORE MANAGEMENT TEAMS, DELIVERING TAILORED TRAINING PROGRAMMES FOR PRIORITY DOORS- SUPPORTS SALES TEAM ON CUSTOMER DEMOS OF MYFOOTBALANCE SCANNING SYSTEM- UPLIFTS THE FOOTBALANCE BRAND & SERVICE PROPOSITION IN LINE WITH STANDARDS & CAMPAIGNS, UTILISING APPROVED TOOLS & VM GUIDELINES- CONDUCTS PRE-AGREED RETAIL VISITS IN LINE WITH AGREED CALL CYCLE, STORE PRIORITIES & JOURNEY PLAN- SETS CALL OBJECTIVES FOR RETAIL VISITS, UTILISING A CALL AGENDA TO ENSURE CALLS ARE WELL PLANNED AND STRUCTURED. CALL REPORTS TO BE COMPLETED POST-CALL WITH ALL NECESSARY FOLLOW-UPS ACTIONED- PLANS & IMPLEMENTS COMMUNITY INITIATIVES TO BUILD CONSUMER AWARENESS AND ENGAGEMENT, INCLUDING EVENTS & CLUB EVENINGS- UTILISES APPROVED REPORTING TOOLS TO MONITOR SALES AND KPI'S, PROVIDING FEEDBACK AS REQUIRED- WORKING WITH FOOTBALANCE IT TEAM, PROVIDING RETAIL TECHNICAL SUPPORT & TROUBLE-SHOOTING------------------------------------------------------------------------------------KEY MEASURES OF SUCCESS- DELIVERY OF THE ANNUAL SALES PLAN- MONTHLY SELL-THROUGH / RATE OF SALE TARGETS AND SUPPORTING KPIS- MEETING AND OR EXCEEDING EXTERNAL (CUSTOMERS & CONSUMERS) AGREED SERVICE LEVEL METRICS- DELIVERING THE HIGHEST LEVELS OF CONSUMER EXPERIENCE- INCREASED BRAND AWARENESS IN THE TERRITORY AND SUPPORT WITH NEW WHOLESALE CUSTOMER ACQUISITION- STAFF ENGAGEMENT (MEASURED VIA MYAGI ANALYTICS & KPI'S )------------------------------------------------------------------------------------ESSENTIAL COMPETENCIES, KNOWLEDGE & EXPERIENCE- A MINIMUM 2 YEARS OF EXPERIENCE WORKING WITHIN A HIGH SERVICE LEVEL RETAIL OR CONSUMER-FACING ENVIRONMENT- STRONG PLANNING, ORGANISATION & TIME MANAGEMENT SKILLS IN ORDER TO BALANCE NUMEROUS & DIVERSE TASKS- A SELF-STARTER, ABLE TO WORK WITH LIMITED SUPERVISION- WILLINGNESS AND ABILITY TO TRAVEL THE ASSIGNED TERRITORY 75% OF THE TIME- EXCELLENT PRESENTATION & COMMUNICATION SKILLS- A NATURAL EMPATHY FOR TRAINING & COACHING- TARGET DRIVEN WITH A DESIRE TO DELIVER OUTSTANDING RESULTS- ABILITY TO WORK FLEXIBLE HOURS, INCLUDING EVENINGS & WEEKENDS- A VALID US DRIVER'S LICENSE------------------------------------------------------------------------------------