Director of Customer Experience

NSI Industries – HVAC Division is seeking dynamic individuals to become part of our winning team. If you are a highly motivated team player who is interested in an exciting career with a global leading manufacturer then this job is for you!
NSI Industries is committed to providing superior quality and unparalleled dedication to all aspects of our business. We believe every employee contributes to the success and growth of our company. As an employee at NSI Industries, you reap the benefits of being part of an expanding company that still maintains a progressive employee culture and atmosphere.
NSI Industries is searching for a Director of Customer Experience to be a key contributor within our organization and the HVAC Division Team. Within this position, you will provide comprehensive analytics and strategic insights on the many related NSI Customer Connectivity Platforms across the various business units. In addition, identifying and working to offer industry leading customer experience touch-points, while driving the development and execution of the many critical customer related platforms and expectations. 
The primary focus will be around all customer transactions, mutual market touchpoints creating shared platforms to foster communications, ease of business driving excellence within all transactional verticals, order/procurement (via EDI, VMI), and Customer Connectivity on all fronts. This is a newly crafted position that will report directly to the Division Executive Vice President of sales and oversee direct reports and teams in these respective areas.
You will oversee all customer interfacing programs, sales operations, and customer service with a strong connection to sales and marketing leadership. Generating data-driven recommendations that will allow NSI’s HVAC leadership, product management, marketing and sales teams to drive divisional growth; including end-user communications, financial modeling, and transactional strategies to effectively move towards best-in-class channel partnership and engagement. You will own and advance, customer connectivity, market analysis, and lead/support other strategic customer centric initiatives within the NSI family of HVAC companies.
What You'll Get to Do:

• Develop financial models and analysis supporting and evaluating all customer financial initiatives to include overall incentives and programs that drive channel value proposition(s). Understand and evaluate customer economics and customer lifetime value.
• Partnership with the Sales Team and track the profitability of the quotes. Will also gather information on wins and losses and track competitive offerings.
• Lead business reviews and market data analytics to understand share by MSA, trending analytics and available markets by business vertical. Create strategies to support marketing and sales to drive market needs and performance requirements.
• Lead external customer research to understand transactional excellence and customer engagement platforms. This can be through customer V.O.C surveys, one-on-one interviews and / or joint efforts with NSI Sales Teams. This includes learning about our customer’s business, their pain points, current solutions in place, and how NSI products and services can solve customer problems in order to drive continued growth and profit on all fronts.
• Evaluate all other customer engagement and legacy processes to drive enhanced use and R.O.I. with related Co-Op/MDF funds, and other related customer related NSI levers.
• Drive transactional excellence within all areas of the vendor and customer relationship.
• Lead, manage and evaluate the sales tools, processes, policies, and programs to ensure continuous productivity and effectiveness.
• Collaborate with the sales and support functions to ensure Service Level Agreements (SLA) are met – Key Channel and Retail Accounts.
• Document and create knowledge repository for first-tier sales/customer support.
• Create and implement reporting and dashboards for the sales organization that focuses on improving efficiency, effectiveness, and productivity.
• Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth.
• Collaborate with Marketing to ensure proper lead management processes, metrics, and policies and work that aligns with Strategic Plan.
• Maintain and evangelize communication best practices for sales and sales support functions.
• Partner with sales leadership on all issues and challenges impacting the success of the sales team.

You'll Bring These Qualifications:

• Bachelor’s degree in Finance, Marketing, or related distribution/end-user business.
• Roughly 10 years of experience in either pricing, channel management with HQ strategy with sales team deployment, financial-market analytics, financial applications and customer insights – all driving data/modeling and customer insight leadership.
• Extremely proficient with Excel and PowerPoint skills, data analytics and concise report outs
• Experience with some data warehousing, SQL - business applications preferred.
• Customer experience methodology – Driving enhanced connectivity to the customer/marketplace.
• Platform vision for ease of business and customer engagement – with data supported strategies.
• Demonstrated progressive relevant experience and an understanding of sales operations
• Excellent problem solving, project management, interpersonal and organizational skills
• Strong analytical ability and able to prioritize multiple projects.
• Contract Support: Given the pace of business, it is imperative that sales operations enable the sales team with sales tools and efficient turnaround.

Benefits

• 401(k)
• 401(k) Matching
• Health/Dental/Vision insurance
• Flexible Spending Account
• Dependent Spending Account
• Company Paid Life Insurance & AD&D
• Short & Long Term Disability
• Paid Time Off & Paid Holidays
• Referral Program
• Company BBQs and other team events

NSI Industries maintains a drug-free workplace and requires all candidates to complete and pass a drug screen and background check after a conditional offer of employment has been extended.
NSI Industries is proud to be an EEO employer M/F/D/V.
NSI Industries is an equal opportunity employer and, as such, affirms in policy and practice its commitment to recruit, hire, train, and promote, in all job classifications, without regard to race, color, creed, religion, sex, gender, age, national origin, marital status, sexual orientation, gender identity, gender expression, citizenship, eligible veteran status, disability, or any other status protected by law.
Job Type: Full-time