Sr. Manager, Consumer Experience & After-Market Sales

Reporting to Vice President of After Market Sales and Service, the Senior Manager, Consumer Experience and After Market Sales is responsible for leading the consumer contact strategy and after-market sales programs. The consumer contact strategy will involve all elements of both in-house customer service, as well as utilization of third-party providers to establish a best in class contact strategy. After-market sales include, but are not limited to, appliance accessories, refrigerator water filters, and the extended service plan business. The Senior Manager, Consumer Experience and After Market Sales will work closely with various organizations within the company, specifically Field Service, Parts Operations, Sales, IT, Finance, and others.

Duties and Responsibilities:

• Work closely and collaboratively with Sales, Field Service, Customer Service, Finance, and other functional areas to identify and collaborate to ensure all consumer scenarios (schedule service, part order, product question, etc.) and contact modes (chat, email, social media, etc.) are incorporated into the strategy.
• Manage a team of direct and/or indirect reports as well as manage several vendors as needed.
• Build, maintain, and improve various KPI's that support the performance of both the consumer experience as well as the after-market businesses. Those KPI's will include, but are not limited to, average speed of answer, answer rate, handle time, customer satisfaction, net promoter score, sales, and others.
• Develop and lead all after-market sales initiatives, including but not limited to Extended Service Plans, Water Filters, and Accessories.
• Identify and launch technology solutions that enable consumer experience design and enable sales capabilities and growth.

Attributes:

• Analytical Proficiency, Problem Solving, Results Orientation, Continuous Improvement Mindset, Time Management required.
• Ability to multi-task and work under tight deadlines is important.

• Exemplary written and verbal communication skills.
• Highly collaborative and team oriented.
• Ability to coach and develop talent.
• Success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Requirements

Qualifications:

• Bachelor's Degree in Business, Consumer Experience Design, Finance, or a related field is required.
• 7 years' experience in after-market sales, consumer experience, call center, extended service plans, operations, and service parts within major consumer brand durable goods companies is required.
• Minimum of 5 years successfully leading teams with direct or indirect reports required.
• Team player who demonstrates a collegial/collaborative working style.
• Action-oriented and responsive in a very fast-paced environment.
• Qualified applicants must be a U.S. Citizen or Legal Permanent Resident card holder. Sponsorship is not available for this role.