Job Description: The Director of Customer Education & Development is a senior commercial leader responsible for shaping and executing strategies that strengthen our dealer channel, improve the customer experience, and build the capabilities of our sales organization.
This role will lead the strategy for dealer and sales training, customer education, customer loyalty programs, and strategic partnerships with national accounts and large buying groups. The Director will also build scalable programs, processes, and tools that make it easier for customers to do business with us and enable our sales teams to perform at their best.
Working closely with leaders across Sales, Marketing, Finance, Digital & Technology, and Operations, this leader will translate business priorities into practical programs that improve customer engagement, channel performance, sales effectiveness, and profitable growth.
ResponsibilitiesCustomer Education & Sales Development- Develop and execute a comprehensive customer and sales education strategy supporting dealers, customers, and sales teams.
- Build a centralized training organization and create a consistent learning experience across brands and customer segments.
- Establish standards for sales onboarding, customer education, curriculum development, registration, delivery, and in person training.
- Evaluate training effectiveness and continuously improve programs based on customer feedback, business needs, and performance data.
Dealer & Customer Programs- Lead the strategy, design, and continuous improvement of dealer programs that strengthen customer relationships and drive profitable growth.
- Develop and administer customer loyalty programs, including program structure, measurement, governance, and ongoing optimization.
- Create partnership programs for national accounts, large buying groups, and other strategic dealer relationships.
- Identify opportunities to simplify existing programs and establish consistent standards across brands.
- Partner with Sales and Marketing to develop programs that improve customer retention and reduce churn.
Commercial Programs & Customer Experience- Lead cross functional initiatives that improve the dealer and customer experience.
- Coordinate customer onboarding activities, starter kits, training programs, and brand initiatives.
- Establish scalable processes that support new business development and ongoing customer engagement.
- Develop clear measures of program effectiveness and use insights to recommend improvements and investments.
Data, Systems & Business Processes- Serve as a business leader and subject matter expert for customer hierarchy, account structures, and related commercial processes.
- Define business requirements for Customer Master, Salesforce, and other connected commercial systems.
- Partner with technology and business teams to ensure systems and customer structures support accurate reporting, program administration, and performance measurement.
- Champion consistent data standards, processes, and ways of working across the organization.
Strategy & Integration- Develop a multiyear roadmap for customer education, dealer development, and supporting commercial capabilities.
- Lead strategic projects and integration activities associated with acquisitions and organizational changes.
- Establish governance, processes, and action plans that enable programs to scale effectively across brands.
- Translate enterprise priorities into clear initiatives, measures of success, and resource requirements.
Financial & Program Leadership- Own and manage the function's operating and program budgets.
- Use data and analytics to evaluate program performance, effectiveness, and return on investment.
- Develop business cases for technology, resources, and program investments.
- Provide recommendations to senior leadership regarding priorities, investments, and opportunities for improvement.
People Leadership- Lead and develop a multidisciplinary team supporting customer programs, sales technology, data and reporting, and program management.
- Establish clear priorities, accountability, and performance expectations.
- Develop organizational capabilities and talent needed to support future growth.
- Foster a collaborative, customer focused culture across functions and brands.
Qualifications- Bachelor's degree in Business, Marketing, Sales, Organizational Development, Communications, or a related field.
- 10 or more years of progressive experience in commercial leadership, customer development, sales enablement, dealer or channel management, customer education, or related functions.
- 5 or more years of leadership experience, including responsibility for developing teams and leading cross functional initiatives.
- Demonstrated experience developing and executing customer, dealer, channel, training, or sales enablement programs at scale.
- Experience working within a dealer, distributor, national account, or other indirect sales channel.
- Strong understanding of how customer programs, training, sales processes, and commercial capabilities contribute to business growth and customer retention.
- Demonstrated ability to lead complex initiatives across Sales, Marketing, Operations, Finance, and Technology.
- Experience owning budgets and using financial and performance data to evaluate programs and make investment recommendations.
- Strong analytical skills with the ability to translate data into actionable business recommendations.
- Experience defining business requirements and partnering with technology teams on CRM, customer data, reporting, or other commercial systems.
- Proven ability to lead organizational change, standardize processes, and influence stakeholders across a complex organization.
- Strong executive communication, presentation, and relationship management skills.
