Job Description

Director Customer Experience

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The role of the Director Customer Experience Manager is to be responsible for the brand, total customer user experience and customer growth to achieve the company vision and successfully implement the Greatness Blueprint. The Director Customer Experience will effectively communicate the company vision and strategy throughout the department and lead, inspire, coach and support reporting staff to successfully implement the Greatness Blueprint.

Job Expectations

OUR PURPOSE                                                                                     

To improve the lives of our customers and our people by striving for greatness every day

KEY RESPONSIBILITIES                                                                                                

Embrace the Culture

  • Embrace the company purpose and live the values - behavior and action consistently demonstrate the values
  • Effectively communicate with others in a positive, constructive and respectful manner 
  • Spend time developing strong working relationships, providing feedback, information and support needed to enable individuals to achieve their best
  • Actively participate in Health Checks and implement Objectives and Key Results (OKRs) to develop and grow
  • Drive the quarterly theme and key activities within your function that align back to the overall annual or quarterly objectives of the company
  • Actively participate in meetings

Support the implementation of the Strategy

  • Clearly understand each strategic pillar and the target outcomes
  • Reinforce the Strategy:
    • Pillar One - Customer Focus - Being the primary supplier to all our customers by providing them with the very best customized service
    • Pillar Two - People & Leadership - Creating an environment that allows our people to discover their best and live the MORSCO Values
    • Pillar Three - Continuous Improvement - Developing & implementing best practice, intuitive single systems

Custodian of the MORSCO market brand

  • Take ownership and contribute to the delivery of service, quality, relationships and expertise
  • Implement the Service Standards by having the right behaviors, actions and doing the simple things great everyday
  • Demonstrate commitment to creating customers for life
  • Demonstrate commitment to building relationships with vendors

EXPECTATIONS                                                     

Customer Experience

  • Use design thinking principles to transform the customer experience, overcome challenges and create engaging and innovative customer experiences
  • Continually gain insights into our customers’ behaviour to either disrupt ourselves or to avoid the risk of disruption 
  • Create consistent brand experiences across channels (including instore and online)
  • Provide an experience for our customers that is welcoming, enjoyable and a place they want to return to
  • Continually look at how we can improve the instore experience for our customers
  • Provide an industry leading online and digital experience

Customer Growth

  • Gain a deep understanding of our customer’s needs, habits, and requirements in order to determine ways that we can assist them to run and grow their business
  • Provide tools or develop services that allow our branch network to build and leverage relationships to facilitate further opportunities for growth
  • Identify potential new markets for expansion and growth

The Brand

  • Ensure that there is a unified brand image; office/store signage, brochures/ materials, website to present, and the like across all mediums (using style guidelines)
  • Plan, develop and direct marketing efforts that enable our customers to understand the brand positioning
  • Manage customer communication streams

Increase VAP Sales

  • Create national awareness and demand for the product range and educate consumers and trade audiences about the unique benefits of the product
  • Ensure that all staff are knowledgeable on VAPs and have the ability to sell them
  • Ensure branches consistently sell the full range of VAP
  • Provide tools for branches to enable them to demonstrate and train customers on the products      

Digital Experience

  • Gain a full understanding of online, mobile, App
  • Work with IT development team to develop applications/features to enhance the customer experience
  • Develop and effectively implement ongoing marketing strategies to ensure the long term success of the product
  • Create digital initiatives that complement existing customer journeys

Market Analysis

  • Develop business and product knowledge and awareness
  • Keep abreast of changes in the market place in respect to competitors, like products, regulation changes, plumbing standards, product shifts, pricing, and other like activities
  • Perform market analysis, competitor tracking, sales and market share analysis and monitoring of promotion programs
  • Using tools and data such as Customer Satisfaction Survey and Benchmarks (with input from management, customers and employees) determine the features of our brand that will establish a bond with customers and enhance growth

MEASUREMENTS

  • Sales
  • AMAA Growth
  • Online eCommerce Sales  
  • VAP Sales  

Time Type

Full time

At MORSCO, our commitment to excellent customer service is just part of our story.  We’re also dedicated to supporting our most valuable asset, our associates! One of the ways we do this is by offering a variety of high-quality benefits for our associates and their families.

All full-time associates are eligible for the following benefits:

  • Medical and Dental Insurance
  • Flexible Spending Accounts
  • Company-paid Life Insurance
  • Short Term Disability
  • 401(k) Plan
  • Paid Time Off (PTO) - plus paid holidays

Voluntary benefits:

  • Additional Life Insurance
  • Long Term Disability
  • Cancer/Accident/Heart/Stroke Insurance
  • Vision Insurance

MORSCO is a leading U.S. distributor of commercial and residential plumbing, waterworks and HVAC, with showrooms across the country. Since our inception in November 2011, we've grown rapidly through a series of acquisitions and store openings. MORSCO 's family of brands consists of Morrison Supply, DeVore & Johnson, Murray Supply, Wholesale Specialties, Express Pipe & Supply, Farnsworth Wholesale, and Fortiline Waterworks. In 2018, MORSCO was acquired by The Reece Group, Australia's leading provider of plumbing, HVAC and waterworks products.

MORSCO is an EEO/AA/Disability/Vets Employer



Posted 28 Days Ago

Full time

REQ-02607

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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