What are the responsibilities and job description for the Director of Sales Operations and Customer Engagement position at Seaga?
Job Description:
We are seeking a highly skilled and motivated Director of Customer Engagement to drive operational and customer excellence through the implementation of processes and technology. This pivotal role requires a blend of data-driven prowess and strong business acumen to optimize sales processes, drive revenue growth, expand profit margins, and elevate overall customer experience with the Seaga and AMS brands. The Director of Sales Operations and Customer Engagement is a leadership role that oversees a company's interactions with current and future customers across various platforms and touchpoints. This role has a tremendous opportunity to grow and expand with the business.
Responsibilities include but are not limited to:
- All customer engagement functions across multiple product brands and locations.
- Help facilitate our organization in improving our go-to-market strategy, sales efficiencies, productivity, and effectiveness while ensuring alignment with the organization's business objectives.
- Drive new technical capabilities, tools and processes.
- Leveraging data-insights, this role will be expected to develop and monitor meaningful customer KPI's and metrics for the organization cross-functionality.
- Direct and oversee the strategy, planning, and execution of the organization's overall customer experience strategy, goals, tools, people and processes.
- Build, coach and mentor professional accountability.
- Directly impact the Brand Experience through direct customer interaction and experience.
- Liase with other department heads to ensure all teams contribute equally to providing customers with seamless experience across all company touchpoints of the customer journey.
- Help the company continually achieve greater customer satisfaction, increased efficiency, effectiveness, and profitability.
- Drive higher customer satisfaction, NPS, customer retention, new business growth, and profitable turnovers.
Skills / Experience / Education Requirements:
- Proven work experience identifying market opportunities and mobilizing operational imperatives that involve automation, technology, and data-driven decisions.
- Experience in latest telephony systems and integration with ERP/CRMs.
- Managing and leading Sales Operations, Global Customer Care Operations, Sales, or Commercial Excellence.
- Familiarity with financial statements, statements of cash flow, P&Ls, B2B go-to-market strategies.
- Strong ERP system knowledge (SAP preferred), automation, web channel, RPA, and AI.
- Proficiency in MS Office 365.
- Knowledge of SEO and Google Analytics.
- Excellent verbal and written communication skills.
- Executive level presentations skills.
- Bachelor's degree in Business Administration, Marketing or equivalent.
- Preferred - Master's in Business Administration, Marketing, Engineering Management or relevant field.
