The Director of Relationship Management will work closely with the senior executive team, developing and executing strategic initiatives to build stronger relationships with the company's Merchandisers and their customers..
The ideal candidate will be a sharp multidimensional leader who excels in a collaborative, high-energy, fast-paced environment, and enjoys the many facets of a company's relationship with its Independent Merchandisers.
Work closely with our CEO and SVP-Sales to define and deliver programs to build deeper field relationships and enhance Merchandiser satisfaction
Manage all aspects of Relationship Management, including social media interaction as well as inbound and outbound call management
Provide management oversight for our off-shore Customer Call Center
Oversee our local Relationship Management Associates including: shift planning, establishing and measuring KPIs, incentivizing KPIs, building firm escalation processes and SOPs, optimizing the use of our existing platforms, and regularly evolving strategies as the business continues to grow and change.
Evolve the current training programs to support building up new associates quickly and effectivelly
Recommend product, process, policy and procedural changes based on Merchandiser & customer feedback analysis with a focus on improving the user experience and streamlining processes.
Collaborate with senior management on monthly targets
Required Experience + Skills:
Skills: 5+ years of customer care / relationship management experience in a leadership capacity, preferably within the direct selling industry
Experience in managing complex, fast-paced and high-priority cross-functional initiatives.
Deep understanding of multi-channel platforms and multi-site call center organizations.
Expert in establishing KPIs, evolving team performance, developing individual team members, process development and project management.
A passion to provide stellar service to the Merchandisers and their customers that make up the C+I community.
Excellent analytical, communication and interpersonal skills.