Manager, Customer Experience Strategy at SiteOne Landscape Supply in Roswell, GA
Whether you are experienced in the green industry, a professional looking for a career change, or a new graduate or veteran transitioning into the workforce, we are confident you will find opportunity and reward with SiteOne. SiteOne Landscape Supply is the largest and only national wholesale distributor of landscaping products in the United States and Canada. With over 500 branches across the U.S. and Canada, we offer a comprehensive selection of products including:
irrigation supplies, fertilizer and control products, nursery goods, hardscapes, landscape lighting, drainage and erosion control products, tools, and other landscaping accessories and supplies. Come grow with our associates who are customer obsessed, always safe, continuously improving, and having fun! Position Overview SiteOne is committed to delivering a best-in-class experience for our customers. This role will lead SiteOne into the next phase of customer experience evolution by listening to our customers, collecting comprehensive data from the marketplace and partnering to design strategies to deliver an industry-leading experience. A focus on customer experience will enable us to acquire new customer, grow and build loyalty with existing customers, and drive retention among our most valuable customers. This is the key role in driving comprehensive and accurate data collection, analytics to inform CX strategies and activation through both Branch and Sales Operations. The leader will design a CX data collection, analytics and activation roadmap to drive healthy lifecycle performance and share-of-wallet growth among our target customers. ROLES AND
Responsibilities:
Ensure comprehensive and accurate data collection Leverage internal and external data sets for deep CX insights Execute thoughtful analytics to drive branch-level CX and financial performance Drive NPS and customer experience performance across the enterprise Partner to design CX strategies and blueprints for training and execution with the field Manage and execute through 3rd party research agencies Partner with Marketing, Operations Excellence, Branch Operations and Sales Operations to identify and activate on CX strategies Report on CX performance and trends at the company, division, region and branch levels Evaluate and enhance data collection tools and processes Partner with IT, Operations Excellence, Branch Operations and Sales Operations to enable user access to critical CX data Execute Brand Equity and ad hoc research studies to understand our positioning in the marketplace Leverage research to develop brand experience and positioning strategies Skills We Are Seeking PREFERRED
Qualifications:
Bachelor's degree in Business, Analytics, Finance and/or Market Research preferred MBA or Masters in Market Research preferred 6
years developing and executing high-performance customer experience research and analytics Experience in B2B businesses; landscape, distribution and/or home improvement preferred Balance of analytics and business acumen; able to translate data and insights to action Strong executive presence and presentation experience; ability to articulate analytical output and insights to tell a story with data and influence action Highly skilled Excel and PowerPoint user; some experience with PowerBI and Salesforce preferred Results driven with an excellent attention to detail Experience leading the activation of CX data in a physical store- or branch-based business preferred Able to manage multiple projects and timelines Strong written and oral communication/presentation skills Ability to build relationships and trust across the organization; demonstrated success influencing without authority
Benefits:
401k with company match Medical, Dental, and Vision plans Company-paid Life Insurance Optional Life Insurance Company-paid Short Term Disability Insurance Company-paid Long Term Disability Insurance Flexible Spending Accounts Paid Time Off Tuition Reimbursement Paid Holidays Product Discounts Competitive Compensation Opportunities for advancement
Salary Range:
$100K -- $150K
Minimum Qualification
Marketing Research & AnalysisEstimated Salary: $20 to $28 per hour based on qualifications.
irrigation supplies, fertilizer and control products, nursery goods, hardscapes, landscape lighting, drainage and erosion control products, tools, and other landscaping accessories and supplies. Come grow with our associates who are customer obsessed, always safe, continuously improving, and having fun! Position Overview SiteOne is committed to delivering a best-in-class experience for our customers. This role will lead SiteOne into the next phase of customer experience evolution by listening to our customers, collecting comprehensive data from the marketplace and partnering to design strategies to deliver an industry-leading experience. A focus on customer experience will enable us to acquire new customer, grow and build loyalty with existing customers, and drive retention among our most valuable customers. This is the key role in driving comprehensive and accurate data collection, analytics to inform CX strategies and activation through both Branch and Sales Operations. The leader will design a CX data collection, analytics and activation roadmap to drive healthy lifecycle performance and share-of-wallet growth among our target customers. ROLES AND
Responsibilities:
Ensure comprehensive and accurate data collection Leverage internal and external data sets for deep CX insights Execute thoughtful analytics to drive branch-level CX and financial performance Drive NPS and customer experience performance across the enterprise Partner to design CX strategies and blueprints for training and execution with the field Manage and execute through 3rd party research agencies Partner with Marketing, Operations Excellence, Branch Operations and Sales Operations to identify and activate on CX strategies Report on CX performance and trends at the company, division, region and branch levels Evaluate and enhance data collection tools and processes Partner with IT, Operations Excellence, Branch Operations and Sales Operations to enable user access to critical CX data Execute Brand Equity and ad hoc research studies to understand our positioning in the marketplace Leverage research to develop brand experience and positioning strategies Skills We Are Seeking PREFERRED
Qualifications:
Bachelor's degree in Business, Analytics, Finance and/or Market Research preferred MBA or Masters in Market Research preferred 6
years developing and executing high-performance customer experience research and analytics Experience in B2B businesses; landscape, distribution and/or home improvement preferred Balance of analytics and business acumen; able to translate data and insights to action Strong executive presence and presentation experience; ability to articulate analytical output and insights to tell a story with data and influence action Highly skilled Excel and PowerPoint user; some experience with PowerBI and Salesforce preferred Results driven with an excellent attention to detail Experience leading the activation of CX data in a physical store- or branch-based business preferred Able to manage multiple projects and timelines Strong written and oral communication/presentation skills Ability to build relationships and trust across the organization; demonstrated success influencing without authority
Benefits:
401k with company match Medical, Dental, and Vision plans Company-paid Life Insurance Optional Life Insurance Company-paid Short Term Disability Insurance Company-paid Long Term Disability Insurance Flexible Spending Accounts Paid Time Off Tuition Reimbursement Paid Holidays Product Discounts Competitive Compensation Opportunities for advancement
Salary Range:
$100K -- $150K
Minimum Qualification
Marketing Research & AnalysisEstimated Salary: $20 to $28 per hour based on qualifications.
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