Customer Experience Segment Manager

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Customer Experience Segment Manager

@ Stuller

Description

  • 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
  • Some Travel Required


How to Apply:

Apply online at https://www.stuller.com/careers/

Visit Site to Apply

Location: Lafayette, LA
Date Posted: May 12, 2022
Application Deadline: June 13, 2022
Job Type: Full-time