The Customer Experience team is looking for a customer-centric, hardworking, and analytical teammate for the Segment Management team.
The CX Segment Manager will be responsible for managing, analyzing, and growing a defined customer segment.
Through the utilization of customer data, the Segment Manager will assist in telling our customers’ stories, creating personalized service experiences, cultivating relationships with cross-functional teams and our customers, and identifying opportunities to grow and retain business.
This is all in an effort to drive revenue growth while providing the optimal customer experience.
Job Duties & Responsibilities:
Develop a significant understanding of the Stuller customer base
Be a leader in segment and project management; offer support for all tasks and project completion
Execute the Stuller Customer Lifecycle; develop acquisition and retention campaigns
Research and acquire new customers to Stuller; to new product categories
Identify sales opportunities for growth into additional product categories (entanglement)
Monitor purchasing patterns of individual segment and individual customers
Perform and socialize customer performance analytics and insights utilizing reporting systems such as MicroStrategy and Salesforce
Partner with the Proactive Sales team to recommend products and services for individual segments
Identify high-potential partnership opportunities for the Proactive Sales team; create an integrated CX
Present customer/segment stories in front of larger audiences
Create personalized product and service models for segment; execute segment value propositions
Partner with marketing on creating Customer Experience targeted campaigns
Assist in the evolution of Customer Data attributes and metrics
Research and collect customer data to achieve 100% clean data around our customers
Perform outreach to customers to discuss their business, successes, insights, and feedback
Use varied methods of communication with customers: Phone, WebEx, On-Site Hosting, Travel
Capture customer information utilizing Salesforce and assist in maximizing use by sales team members
Have knowledge of the jewelry industry and other consumer behavior
Partner with Events team to plan and execute strategies specific to individual customer segments
Travel and sell at trade shows and Stuller-sponsored events such as Bridge, Bench Workshop, and Market events.
Qualifications:
Skills/Qualifications:
3-5 years of previous sales and/or customer experience
Ability to work independently and within a team environment
Ability to manage changing priorities, meet deadlines, and adapt to a changing business environment
Microsoft Office Suite proficiency: Word, PowerPoint, Excel – including pivot table
Salesforce™ experience preferred or experience with other CRM software system
Excellent verbal and written communication skills, including oral presentations
Proven initiative, positive attitude, team oriented, self-motivated, and highly enthusiastic
Ability to work cross functionally across the organization to motivate others
Commitment to customer service (internal and external)
Creative thinker and planner with regards to improving the customer experience
Self-starter, high level of initiative, proven proactive thinker
Highly proficient in time management, organization, planning, and prioritization
Excellent organizational, written, listening, and verbal communication skills
Professional business presence and acumen
Strong interpersonal skills and ability to establish rapport
