Key Accounts and Customer Experience Director

　　Description

　　Director – Key Accounts and Customer Experience

　　The Director of Key Accounts and Customer Experience will work closely with the program leaders and shared services to set the team's short- and long-term strategic direction and identify the necessary services and resources required to implement the strategies. Also, work closely with the Sr. Director of Client Services and other key account team partners to determine meaningful strategy that will exceed client expectations. The Director will provide the strategic vision for launching smoke-free products in the assigned geographic area in a B2B2C environment, ensuring product performance by delivering best-in-class consumer experience through a team of Field Experts looking to convert legal-age smokers and nicotine users to smoke-free products (including heat-not-burn) that while not risk-free, are a much better choice than continuing to smoke, in line with brand engagement strategy and business priorities.

　　The incumbent(s) in this position should exhibit the following ACOSTA values:

　　People Minded – Must show dignity and respect to all people

　　Integrity – Must exemplify the highest degree of ethical behavior

　　Results Oriented – Must show passion, pride, and commitment to succeed

　　Trust – Must be honest, sincere and confident

　　Teamwork – Must build trusting relationships

　　Innovation – Must progress through a combination of creativity, common sense, and vision

　　Balance – Must maintain an optimistic attitude and keep perspective on what is important in life

　　Essential Functions of this Position :

　　Evaluate reporting compliance from the top down to ensure maximum compliance and program profitability

　　Communicate directly with client to provide insights and analysis regarding program performance and to identify opportunities for continued improvement

　　Develop strategic coverage solutions that ensure the right activity is happening at the right place, at the right time, by the right resource

　　Provide direction and management to the team regarding client expectations and performance goals

　　Responsible for all program execution creation/setup and follow-through across US teams.

　　Act as the daily POC for the key client stakeholders across the US; work with the field team leads and internal operations lead to ensure alignment for program delivery against client priorities and goals.

　　Support a team of managers who have direct responsibility for managing liaison client partners.

　　Lead all program executions (executions/projects) from request intake, set up, and follow through – complete project management end to end.

　　Proactively recommend initiatives (define strategy) based on industry trends/knowledge and competitive landscape

　　Lead program performance reporting, program measurement, ongoing, and ad hoc analysis as required

　　Define, monitor, and give feedback on key performance metrics

　　Take appropriate actions when performance metrics are not met

　　Ensure that the right resources are in place and that the field staff has access to the necessary information, tools, and technology to achieve the desired results

　　Closely manage and monitor the financial results of the program to maximize profitability

　　Manage turnover and fallout and increase retention

　　Meet regularly with and provide feedback and coaching to direct reports

　　Monitor all program key performance metrics to ensure the program is performing to all key stakeholder expectations

　　Maintain focus and accountability for billing and ROI analysis by period and alert account team partners to any variance issues

　　Other duties as assigned.

　　Qualifications

　　Minimum Education Requirements:

　　Bachelor Degree, Master’s PreferredExperience Requirement:

　　Ten plus years of prior relevant experience in Business, Marketing, or related field with seven to ten years of management experience, with experience in a retail/merchandising/marketing environment OR any similar combination of education and experience

　　Retail, B2B, B2C, or field marketing agency experience highly preferred

　　Experience directly managing a large (150 person) multifaceted retail organization, including field execution teams, internal operations, and client services

　　Must have a valid driver’s license

　　This position requires that you drive on behalf of Acosta Sales & Marketing, and as such, any DUI/DWI conviction in the past 36 months will be an immediate disqualifier for this position.

　　Knowledge, Skill, and Ability Requirements:

　　Proven success in senior-level client relationship development and management

　　Outstanding organizational skills, attention to detail, project management experience, and prioritization of task

　　Superior interpersonal skills to work closely with other team members and the client

　　Professional attitude and strong leadership skills

　　Strong verbal communication and presentation skills

　　Excellent judgment, effective problem-resolution skills, and the ability to balance multiple demands

　　Profound understanding of brand retailers and store operations, including in-store process, merchandising, and training practices and standards

　　Extroverted, Motivated & Confident working with people; Magnetic personality

　　Must be familiar with Microsoft Windows and Office 365

　　Comply, adhere, and ensure that direct reports comply and adhere to company policies concerning disciplinary, termination, performance and conduct issues in communications with all direct reports and/or team members

　　Supervise activities of all direct/shared departmental reports, including clearly communicating client and account team expectations, developmental planning for management employees and succession planning within programs, ensuring that all direct reports are trained on program specifics

　　Remain proactive in anticipating problems or issues and resolve issues quickly

　　Provide program direction and overall strategy management to training organization to ensure that all training needs of the field and management are being properly assessed

　　Ability to travel 50%

　　Must have and maintain a valid driver’s license

　　Acosta Sales & Marketing is an Equal Opportunity Employer

　　By submitting your application you agree with and accept the Acosta Privacy Statement and Terms of Conditions.

　　US: http://acosta.jobs/privacy-policy-us/

　　Canada: http://acosta.jobs/privacy-policy-ca/

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　　Job Management

　　Primary Location US-US-United States

　　Shift Day Job

　　Job Posting Jan 16, 2024, 12:51:15 PM

　　Min Pay 102900 Max Pay 128600

　　Schedule Full-time

　　Job Type Standard

　　Job Number: 1252651xKACEDR

　　#corporate