VP - Customer Experience and Services

This role will develop and implement the strategy to enable a seamless, omnichannel customer experience leveraging the customer engagement teams, remote sales organization, customer onboarding and a suite of services to drive customer acquisition, commitment and loyalty. This role will deliver long term business objectives, while constantly adapting and prioritizing plans to meet short- and long-term goals. Responsible for recruiting and leading a highly effective and engaged team to achieve business results with a strong focus in people development, training and team engagement that will achieve and exceed revenue, margin and OI goals. This role oversees operational processes and support functions with a continuous improvement mindset which are essential to maintaining favorable customer relations. Additionally, this role collaborates with leadership to transform the strategy for remote sales coverage within MWI Animal Health. This position will require a strong integration through business processes and alignment with commercial, marketing, support functions and business strategies.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Oversees strategy for an end-to-end customer journey ensuring the delivery of a best in class customer experience.
• Executes the strategy for the Animal Health Remote Sales teams, onboarding teams and commercial services teams.
• Responsible for the development and execution of operations processes and support affecting the customer for continuous improvement.
• Overall profitable P/L management for assigned segments
• Work cross-functionally in support of growth and advancements within relevant business lines, lead or participate in organization-wide initiatives and projects.
• Works with directors and managers, in collaboration with the Sales Leadership, to gather information, analyze and develop strategies concerning dynamics that may affect their area of responsibility, such as changes in customer ownership or new affiliations, current market share and targets of opportunities for new growth, customers' changing requirements, competitor strengths and weaknesses, and continually communicates these strategies to SVP.
• Participates and supports the overall associate talent management, including attracting and retaining, development, and performance management of associates.
• Uses available metrics and key performance indicators to assess and enhance overall effectiveness of customer communications, and to ensure consistent achievement of target performance levels.
• Manages remote sales, onboarding and commercial service and support functions, identifying opportunities to improve performance through ongoing productivity and training enhancements.
• Responsible for supporting and executing the go-to-market strategies across the Sales and Marketing Organization.
• Complies with all appropriate policies, procedures, safety rules and regulations.
• Must be willing to travel as needed.
• Performs related duties as assigned.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Requires broad training in fields such as business administration, sales, marketing or similar vocations generally obtained through completion of a four-year bachelor’s degree program or equivalent combination of experience and education. Experience in the animal health industry desired. Prefer 12-15 years of experience leading a large remote or field sales organization and/or managing and directing a call center.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Strong ability to lead a call center environment.
• Demonstrated leadership and motivational / coaching skills to foster ongoing cohesive team building and development
• Ability to communicate effectively both orally and in writing.
• Strong customer experience skills.
• Strong interpersonal skills; ability to develop and maintain business relationships.
• Strong organizational skills; attention to detail.
• Good decision-making and problem resolution skills.
• Strong analytical and mathematical skills.
• Strong presentation development and delivery skills.
•  Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction.
• Familiarity with animal health products, services and distribution operations preferred.
• Ability to implement processes resulting in satisfactory audit practices.
• Strong technology skills.

Salary Range

This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.