Executive Vice President - Sales and Customer Experience
Title : EVP - Sales and Customer Experience
Job Classification : Executive Exempt
Department : Sales & Marketing
Reports To : President
Position Summary :
The EVP - Sales and Customer Experience is responsible for building customer loyalty by providing high quality, efficient, responsive, and scalable support. EVP - Sales and Customer Experience is a leader in the organization who represents the company's vision and operationalizes it via best-in-class operational excellence and best-in-class people leadership and culture. The Customer Experience team consists of Account Executives, Account Directors, Account Managers and Account Coordinators servicing every aspect of day-to-day job processing, manufacturing, and mail delivery. The EVP - Sales and Customer Experience is also responsible for leading and enabling Account Executives focus on growth / retention of existing clients and the acquisition of new business. A high degree of initiative, creativity, problem solving, and latitude is expected in this position.
Key Objectives or Attributes of the position :
- Ensure Account Management coverage for all clients
- Is a strong people leader with a natural ability to motivate a team, set and achieve targets and manage career growth and performance
- Is a natural problem solver with a bias towards action
- Proactively promote knowledge and awareness of current and future best practice and trends in service for marketing clients and agencies
- Learn what is important to our clients and their businesses, so that we can support production in prioritization of project schedules.
- Prepare / Oversee the preparation of the strategic revenue growth plan to be sure that it aligns with organizational goals.
- Manage the business development budget to ensure that expenses stay in line with projections.
- Create and maintain a business development tracking report that will be used to organize, report on, and measure the business development process.
Essential Duties & Responsibilities :
Monitor active client onboarding projects and day-to-day execution of the team, with the focus of settingmeeting customer expectations, identifying and removing barriers, and addressing breakdowns in communication with internal and external customers.Develop and enhance knowledge in subject areas critical to marketing strategytrends by participating in webinars, conferences, and trade associations as well as monitor trade publications.Support and develop members of the Customer Experience team in skills and knowledge that will enhance our services offered to clients, prospects, and internal stakeholders, in the areas of lists, email, campaigns, mailing and package development, and print management.Promote client satisfaction and loyalty by understanding each business's unique (and evolving) needs, delivering value and exceeding expectations.Conduct regular Business Reviews in conjunction with Customer Experience team for strategic accounts.Develop and regularly report on customer success KPI's and leverage metrics to improve customer service while also improving employee happiness.Drawing from current industry knowledge, marketing trends and an understanding of clients, improve and advocate for customer experience by identifying opportunities to enhance manufacturing, delivery and service capabilities.Participate in preparation of RFP's, writing proposals for new business and participate in planning and presentation sessions.Develop, Maintain and Train on Standard Work for the Customer Experience team.Understand and participate in quoting exercises as needed.Ensure accurate and timely invoicing at month end.Requirements :
College degree plus 10 years' related print or direct mail experience.Proficient in Microsoft Office Suite or Microsoft Office 365.Previous management experience leading a team on-premises and remote staff.Experience with Lean, Six Sigma or other Continuous Improvement methodology.Experience with common job execution related functions (job setup, quoting, mail schedule creation, inventory transactions, invoicing) within a MIS or ERP system.Familiarity with instruction writing for data processing, artwork prep and variable composition setup.Knowledge of multi-channel marketing communication execution.Knowledge of USPS mail preparation requirements, in particular, Marketing and 1st Class Mail.Proactive and advanced problem solving capabilities, ability to effectively manage change, flexibility, and strong multi-tasking skills.Strong analytical thinking and problem solving skills.Strong organizational, leadership, management, and motivational skills.Excellent time management, follow-up, and customer service skills.Ability to evaluate and propose solutions in a timely manner and escalate issues within the organization.Prepare and deliver presentations to clients.Positive and consultative demeanor with strong work ethic and the ability to interact with internal and external customer using excellent written and verbal communications.Pre-employment physical, drug screen and background check required.Working Conditions :
Working conditions are normal for an office environment. Work requires extensive use of a computer. Responsibilities require limited travel and occasional evening and weekend work in response to client time requirements.
