Customer Experience Manager, Key Accounts

Job Locations US-UT-Ogden
Job Post Information* : Posted Date 3 months ago(4/20/2021 5:49 PM)
ID
2021-2288
# of Openings
1
Category
Customer Service

Overview

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Atomic, Arc’teryx, ENVE, and Suunto.  We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports.  Join us. 

What You'll Do

We are currently seeking a Customer Experience (CX) Manager to be responsible for establishing and maintaining great relationships within key stakeholders--the internal and/or agency salesforce, brand business leaders, and our external customer (dealer) base.  This role will be expected to develop a deep understanding of the unique needs of our customers and make coordinated adjustments to our delivery systems based upon their findings.  The Manager will work with their counterparts in the Americas portfolio to harmoniously orchestrate continuous improvement in our delivery systems to ensure top performance against our quality standards, resulting in exceptional service to our dealer base.  Specific responsibilities include, but are not limited to:

 

Manage, Coach, and Develop Direct Reports

  • Develops a coaching and mentoring process to assist team members in reaching their maximum level of potential and meet their internal career goals.
  • Meets with individual team members to discuss service team enhancements / improvements when needed.
  • Completes quarterly and annual reviews with all direct reports; develops succession plans to ensure growth and development within the team.
  • Consistently fosters a positive work environment, encouraging growth and camaraderie, while identifying and eliminating any obstacles to a continued culture of courtesy, integrity, and respect.

 

Business Process Review, Development, and Execution

  • Continuously gathers and reviews data points related to the performance of the delivery systems (people, process, place) to identify possible areas of needed improvement.
  • Develops coordinated changes in our delivery systems to ensure we are consistently exceeding customer expectations.
  • Works effectively in a close team environment, executing coordinated improvements in our delivery systems order to achieve team goals.
  • Manages daily workload and regularly assesses account workloads to ensure workload is properly distributed and unparalleled service is being provided to our key accounts.
  • Assures sales programs are being properly trained upon and consistently executed to be able to effectively communicate and deliver the right results for the customer.

 

Account and Sales Relationship Management

  • Builds strong relationships with internal and external customers by focusing on specific, unique needs.
  • Works closely in supporting the sales goals and initiatives by interacting with sales leaders on a regular basis.
  • Professionally and promptly resolves customer questions and problems thoroughly by researching issues, identifying root causes, and designing and executing solutions.
  • Interacts in an effective and professional manner with all levels of personnel demonstrating a commitment to service excellence.

What We're Looking For

An individual who is passionate about ensuring we exceed our customers’ expectations through upholding our quality standards via the management of our key delivery systems – our people, processes, and place.  This individual should be motivated by hiring, coaching, and developing direct reports; as well as reviewing, adjusting, and executing business processes. 

 

A bachelors degree preferably in business, marketing, or sports management, is strongly preferred.   A combination of education and experience may be considered in lieu of a completed degree.  Qualified candidates should also have 5+ years of previous experience in a customer experience role, preferably in a B2B environment.  Experience should include 2+ years’ leading, coaching, or training people and business leaders.  Other qualifications include:

 

  • Proven results reviewing, developing, and executing key business delivery strategies.
  • Experience in building strong cross functional relationships.
  • Exceptional Service Orientation: Strong interpersonal skills and the ability to empathize with clients and team in sometimes intense situations
  • Ability to handle escalated dealer and/or consumer situations
  • Creative Thinking and Problem Solving: Develops new ideas to improve Customer Experience standards and elevate service levels to our customers.
  • Demonstrates good business judgment by knowing how to prioritize critical tasks on a daily basis.
  • Passion for sports or previous experience working or playing in a team environment preferred.
  • Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint)

  

What We’ll Provide

 

This role is based at the regional headquarters for our Amer Sports Winter & Outdoor category of Brands in the city of Ogden, Utah--the gateway to the many exciting ski areas and other outdoor recreation.  We offer a great working environment in the sports industry with talented & passionate colleagues all over the world!  Other benefits and perks include:  

 

  • Medical, dental and vision
  • 401k with company match
  • Life insurance, pre-tax transit benefit program
  • Discounts on Amer Sports products
  • Smart casual dress
  • Free gym membership and ski pass
  • Summer hours

Amer Sports is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.

 

 

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