National Accounts Customer Experience Manager

Pierre Fabre - Parsippany-Troy Hills, NJ

Full-time - Mid Level

Parsippany-Troy Hills, NJ

Merchant Wholesalers, Nondurable Goods

About the position

The National Accounts Customer Experience Manager at Pierre Fabre is responsible for overseeing customer service operations for major retail accounts such as Target, Walgreens, CVS, and Ulta. This role focuses on ensuring client satisfaction, managing relationships, and implementing strategies to enhance the customer experience. The manager will also analyze sales data for forecasting and collaborate with cross-functional teams to optimize inventory and performance metrics.

Responsibilities

• Serve as the primary point of contact for National Accounts, managing all communication.
• Develop and maintain strong relationships with key stakeholders at each account.
• Understand the unique objectives of each account and tailor services to meet their requirements.
• Take ownership of customer issues and follow problems through to resolution.
• Maintain an orderly workflow according to priorities.
• Manage chargeback investigation and dispute resolution for National Accounts.
• Monitor customer satisfaction metrics and feedback from National Accounts.
• Proactively address any issues or concerns raised by clients and work to quickly resolve them.
• Implement strategies to continuously improve the customer experience and exceed expectations.
• Analyze historical sales data, market trends, and promotional activities to forecast future demand.
• Work closely with internal stakeholders to align forecasts with production and inventory plans.
• Optimize inventory replenishment processes to ensure product availability while minimizing excess inventory.
• Monitor inventory levels and sales performance to identify opportunities for improvement in replenishment strategies.
• Develop key performance indicators (KPIs) to measure the effectiveness of CPFR initiatives.
• Conduct regular analysis of supply chain data to identify trends and opportunities for improvement.
• Generate reports and dashboards to communicate performance metrics and insights to stakeholders.
• Collaborate with cross-functional teams to develop joint business plans and strategies.
• Facilitate regular meetings with retail partners to review performance and align on future plans.
• Partner with IT for automation initiatives to ensure clean orders.

Requirements

• Bachelor's degree in Business Administration, Marketing, or related field.
• Proven experience in customer service management, preferably in a retail CPG environment.
• Strong understanding of retail industry trends and dynamics.
• Excellent communication and interpersonal skills, with the ability to build rapport and negotiate effectively with clients.
• Demonstrated leadership abilities with experience in managing and developing high-performing teams.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proven track record of driving customer satisfaction and achieving business objectives.