What You'll Do:
Uncover and understand client objectives, challenges and needs by performing regular client needs assessments
Leverage internal resources to enhance the customer experience
Establish and grow senior relationships with assigned customers
Prevent and/or resolve escalated client issues
Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information
Develop a quarterly plan to translate customer objectives into an overarching strategy
Actively participate in long range strategic planning for customer
May contribute to senior level client meetings and attends regular client status meetings as appropriate
Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers
Manage relationships both proactively and reactively
Maintain a consistent focus on delivering exceptional customer experiences
Handle escalated issues with Vendors and escalate to senior team members on a timely basis as appropriate.
Model and promote exemplary customer engagement practices
Understand business concepts and uses strategic processes to make good business decisions
Meet with Operations team on a regular basis to ensure program is on track towards achieving customer goals
Produce and present quarterly business reviews as needed
Provide field team support as needed
Foster a positive team environment
Ensure confidentiality of internal and external data
Perform ad-hoc projects and other duties as assigned
Travel expected up to 20%
What You'll Need:
Bachelor’s degree
6+ years business experience including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry
Professional, relevant examples of solving tough customer issues
Proficient in Microsoft Office Suite, including strong Excel skills
Multi-unit management experience
Experience in a trade
Experience in facilities industry
