Customer Experience Account Manager

Opportunity Summary:

The Customer Experience Manager - Strategic Accounts and Small Footprint Retail is a key role within Refrigerated Solutions Group (RSG), responsible for the daily management of Account Managers and Customer Experience Representatives. This role focuses on ensuring exceptional customer service and satisfaction while directly supporting the Small Footprint Retail segment and the Strategic Account segment of RSG's sales channel. The Customer Experience Manager will partner closely with designated sales leaders to drive customer engagement, improve quote conversion rates, and contribute to the overall success of the CX team.

Essential Responsibilities:

• Daily Operations Management:

• Lead the CX Team: Oversee the daily activities of Account Managers and Customer Experience Representatives, ensuring consistent delivery of high-quality customer service.
• Support the Senior Manager: Assist the Senior Manager of Customer Experience in implementing strategies and achieving department goals.
• Segment-Specific Collaboration:

• Small Footprint Retail & Strategic Accounts: Partner with sales leaders responsible for the Small Footprint Retail segment and the Strategic Account segment, ensuring alignment between CX activities and sales objectives.
• Customer Engagement: Work closely with sales teams to support customer engagement initiatives, ensuring that CX efforts contribute to sales growth and customer retention.
• Customer Feedback and Service Improvement:

• Collect and Act on Feedback: Regularly gather customer feedback specific to the assigned segments and work with the CX team to implement improvements.
• Continuous Improvement: Identify opportunities for enhancing customer experience processes, focusing on the unique needs of the Small Footprint Retail and Strategic Account segments.
• Team Leadership and Development:

• Mentor and Develop Staff: Provide ongoing coaching and development for Account Managers and Customer Experience Representatives, fostering a culture of continuous improvement and customer focus.
• Training: Ensure team members are well-trained on RSG’s products, services, and customer engagement strategies.
• Performance Monitoring and Reporting:

• Monitor KPIs: Track and report on key performance indicators (KPIs) related to customer experience, service delivery, and quote conversion rates for the assigned segments.
• Support Senior Management: Provide insights and reports to the Senior Manager of Customer Experience, highlighting successes and areas for improvement, particularly in relation to improving quote conversion rates.
• Cross-Functional Collaboration:

• Work with Other Departments: Collaborate with other departments, including Order Operations, Technical Service, Warranty, and Installation, to ensure a seamless customer experience across all touchpoints.
• Support Sales Initiatives: Partner with sales leaders to align CX efforts with sales strategies and objectives, with a focus on improving quote conversion rates.
• Problem Resolution:

• Handle Escalations: Address and resolve customer issues and escalations, particularly those related to the Small Footprint Retail and Strategic Account segments, ensuring timely and effective solutions.
• Develop Resolution Strategies: Assist in creating strategies for preventing and resolving recurring customer issues.
• Customer Advocacy:
• Champion Customer Needs: Advocate for the needs and expectations of customers within the Small Footprint Retail and Strategic Account segments, ensuring that they are prioritized in CX initiatives and decisions.

Qualifications:

• Education: Bachelor’s degree in business administration, Marketing, Sales, or a related field. A combination of education and relevant experience will also be considered in lieu of formal education requirements.
• Experience: A minimum of 5 years of experience in customer experience, account management, or sales roles, preferably in the commercial refrigeration or a related industrial sector.
• Skills:

• Strong leadership and team management skills.
• Proven ability to manage daily operations and improve customer service outcomes.
• Demonstrated experience in improving quote conversion rates and driving sales growth.
• Proficiency in CRM software (Salesforce preferred).
• Excellent communication, organizational, and problem-solving skills.
• Ability to work collaboratively with sales teams and other departments.

• Industry Knowledge: Familiarity with commercial refrigeration products, particularly in relation to walk-in freezers, coolers, and merchandisers, is preferred.
• Travel: Willingness to travel up to 10% as needed.