Job DescriptionThe Customer Experience & Commercial Operations Manager of North America Extrusions
, based in
Lafayette, IN is responsible for creating a focused NA Extrusions team that drives profitable growth by putting the customer first. Under the guidance of the Director, North America Sales, the incumbent will create a commercial operations process that executes the North American sales strategy while driving performance and development of the inside sales, quoting and pre-sales teams. This role leads inside sales performance by driving revenue growth, commercial process efficiency, performance management and longer-term strategic partnerships across industrial, automotive, aerospace, and other key end markets for the extrusions business. This role serves as a critical interface between Sales, Operations, Finance, Supply Chain, and Product Management to ensure alignment between customer demand, operational capability, and enterprise strategy.
The primary purpose of this role is to create sustainable commercial operations processes that focus on enhancing the overall customer experiencing, maintaining the current customer base, generating revenue and growth and leading the optimization of flow-path utilization between Lafayette, IN Operations and Chandler, AZ (Pimalco) Operations. The key strategic imperatives for this role are finding the right avenues for growth, while also partnering with operations to efficiently utilize all capacity resources and drive costs down. This exciting role presents a unique opportunity to create new, sustainable processes within an established business.
ResponsibilitiesMajor duties include but are not limited to: - Create sustainable, customer-focused commercial operations processes incorporating the pre-sales, quoting and inside sales team
- Partner with customer-facing commercial and marketing leaders to ensure customer needs are prioritized in the most efficient way
- Manage, lead, develop and mentor the Lafayette based customer experience team (inside sales, pre-sales and quoting)
- Develop strong relationships with targeted customers and position Arconic as a preferred provider. This includes customer relationship management in support of sales
- Proactively educate the customer base on Arconic product offerings and consolidate competitor and market related intelligence gathered from various sources (including field sales) to the Arconic Commercial Team.
- Commercial related reporting
- Contract Analysis and Pricing Support
- Develop a deep understanding of our customer business, operating model and commercial needs and how Arconic can best meet them
- Deliver exceptional service aligned to customer needs and expectations across Arconic's product offering
- Act as the central point of escalation across the commercial team
- Cultivate a deep relationship and appreciation for what drives our customers requirements
- Maintain a culture of continuous commercial improvement
- Monitor service quality, performance, and overall customer experience with a view to proactively anticipate potential issues and opportunities
- Deliver operational analytics, insights, and transparency into performance
- Drive quality customer experience and service through thought leadership based on customer feedback and in-depth customer knowledge and expertise
- Provide strategic insight into improvements across service delivery, product, technology, and operations, to create optimal customer experiences
- Partner with the commercial leader to identify business development efforts aligned with Arconic's enterprise and business unit objectives.
- Identify, evaluate and pursue new small press business opportunities, strategic accounts, and market adjacencies that drive profitable growth.
- Support customer and government audits and inquiries related to commercial terms and contractual compliance.
- Ensure disciplines commercial governance, including deal reviews. Margin thresholds, and risk assessment.
- Serve as a key contributor to S&OP and integrated business planning process.
- Champion a performance-driven, customer-centric culture grounded in accountability and collaboration.
- Travel Required:
QualificationsRequired- 10+ years of progressive experience in commercial leadership, sales, business development, or strategy within manufacturing or industrial environments
- Bachelor's degree in business, Engineering, Supply Chain, or related field (MBA or advanced degree preferred) from an accredited institution
- Demonstrated experience supporting or leading government and/or defense contracts, including pricing, negotiations, and compliance considerations
- Track record of leading transformational commercial initiatives or go-to-market strategies.
- Proven success building, developing and leading commercial operations teams
- Strong experience with pricing strategy, contract negotiations, and margin management.
- Ability to operate effectively in highly regulated environments.
- Willingness and ability to travel occasionally.
- Employees must be legally authorized to work in the United States. Verification of employment; eligibility will be required at the time of Hire. Visa sponsorship is not available for this position.
- This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e., 'Green Card Holder'), Political Asylee, or Refugee.
About the TeamLafayette Operations in Lafayette, IN is located approximately 60 miles from the state's capital, Indianapolis and is the home to Purdue University. Our Lafayette location has been continuously running in Lafayette community since 1938. We are an Aluminum Extrusions plant for Aerospace, Automotive, Industrial and Defense facility.
