Customer Success Executive

ROLE TITLE: CUSTOMER SUCCESS EXECUTIVE

LOCATION: Midatlantic - United States - NY or NJ preferred

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REPORTS:

REPORTING TO: Director of Sales

KEY RELATIONSHIPS:

INTERNAL: SALES, ONBOARDING, MARKETING

EXTERNAL: KEY ACCOUNTS - RETAIL MANAGEMENT & STAFF, RETAIL
OPERATIONS, MARKETING, BUYING & MERCHANDISING

CONSUMERS - RUNNING AND OUTDOOR ENTHUSIASTS, INDIVIDUALS WITH FOOT HEALTH ISSUES

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OVERVIEW

AS THE FOOTBALANCE BRAND AMBASSADOR IN THE MARKETPLACE THIS HYBRID ROLE FOCUSES ON BOTH WHOLESALE PARTNER DEMOS, TRAINING, AND ONBOARDING AS WELL AS CONSUMER-FACING EVENTS INCLUDING RUNNING, OUTDOOR, AND GRASSROOTS ACTIVITIES

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MAIN PURPOSE / OBJECTIVES OF ROLE

- WORKING WITH HQ AND REGIONAL SALES TEAM, ENSURES NEW DOORS ARE ONBOARDED ACCORDING TO GUIDELINES AND PLANS

- ELEVATING THE FOOTBALANCE CONSUMER EXPERIENCE, ENSURING GROUNDBREAKING SERVICE IS DELIVERED TO WHOLESALE PARTNERS.

- A 'BRAND AMBASSADOR' REPRESENTING AND PROMOTING THE COMPANY,
IN & OUT OF STORE AT TRADE AND CONSUMER EXPOS, RACE AND OUTDOOR EVENTS, AND GRASSROOTS PROMOTIONS

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KEY ROLE RESPONSIBILITIES

- THE FOOTBALANCE EXPERT AND BRAND AMBASSADOR IN THE SOUTHEASTERN REGION OF THE US.

- WORKING WITH THE REGIONAL SALES MANAGEMENT TEAM, AGREES AND IMPLEMENTS SALES, MARKETING, AND TRAINING INITIATIVES TO DRIVE SELL-THROUGH OF FOOTBALANCE PRODUCTS

- AS PART OF THE ONBOARDING TEAM, SETS UP NEW ACCOUNTS AND DOORS WITH THE RELEVANT TECHNOLOGY, PRODUCTS, AND SERVICE PROPOSITION

- PROVIDES ONGOING TECHNICAL, SERVICE, AND PRODUCT TRAINING / COACHING TO ENHANCE THE CUSTOMER EXPERIENCE AND RATE OF SALE

- WORKING WITH OPERATIONS AND STORE MANAGEMENT TEAMS, DELIVERING TAILORED TRAINING PROGRAMMES FOR PRIORITY DOORS

- SUPPORTS SALES TEAM ON CUSTOMER DEMOS OF MYFOOTBALANCE SCANNING SYSTEM

- UPLIFTS THE FOOTBALANCE BRAND & SERVICE PROPOSITION IN LINE WITH STANDARDS & CAMPAIGNS, UTILISING APPROVED TOOLS & VM GUIDELINES

- CONDUCTS PRE-AGREED RETAIL VISITS IN LINE WITH AGREED CALL CYCLE, STORE PRIORITIES & JOURNEY PLAN

- SETS CALL OBJECTIVES FOR RETAIL VISITS, UTILISING A CALL AGENDA TO ENSURE CALLS ARE WELL PLANNED AND STRUCTURED. CALL REPORTS TO BE COMPLETED POST-CALL WITH ALL NECESSARY FOLLOW-UPS ACTIONED

- PLANS & IMPLEMENTS COMMUNITY INITIATIVES TO BUILD CONSUMER AWARENESS AND ENGAGEMENT, INCLUDING EVENTS & CLUB EVENINGS

- UTILISES APPROVED REPORTING TOOLS TO MONITOR SALES AND KPI'S, PROVIDING FEEDBACK AS REQUIRED

- WORKING WITH FOOTBALANCE IT TEAM, PROVIDING RETAIL TECHNICAL SUPPORT & TROUBLE-SHOOTING

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KEY MEASURES OF SUCCESS

- DELIVERY OF THE ANNUAL SALES PLAN

- MONTHLY SELL-THROUGH / RATE OF SALE TARGETS AND SUPPORTING KPIS

- MEETING AND OR EXCEEDING EXTERNAL (CUSTOMERS & CONSUMERS) AGREED SERVICE LEVEL METRICS

- DELIVERING THE HIGHEST LEVELS OF CONSUMER EXPERIENCE

- INCREASED BRAND AWARENESS IN THE TERRITORY AND SUPPORT WITH NEW WHOLESALE CUSTOMER ACQUISITION

- STAFF ENGAGEMENT (MEASURED VIA MYAGI ANALYTICS & KPI'S )

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ESSENTIAL COMPETENCIES, KNOWLEDGE & EXPERIENCE

- A MINIMUM 2 YEARS OF EXPERIENCE WORKING WITHIN A HIGH SERVICE LEVEL RETAIL OR CONSUMER-FACING ENVIRONMENT

- STRONG PLANNING, ORGANISATION & TIME MANAGEMENT SKILLS IN ORDER TO BALANCE NUMEROUS & DIVERSE TASKS

- A SELF-STARTER, ABLE TO WORK WITH LIMITED SUPERVISION

- WILLINGNESS AND ABILITY TO TRAVEL THE ASSIGNED TERRITORY 75% OF THE TIME

- EXCELLENT PRESENTATION & COMMUNICATION SKILLS

- A NATURAL EMPATHY FOR TRAINING & COACHING

- TARGET DRIVEN WITH A DESIRE TO DELIVER OUTSTANDING RESULTS

- ABILITY TO WORK FLEXIBLE HOURS, INCLUDING EVENINGS & WEEKENDS

- A VALID US DRIVER'S LICENSE

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