Sr. Manager, Commercial Growth & Customer Experience

The Sr. Manager, Commercial Growth & Customer Experience leads commercial growth agenda and customer experience strategy within the broader commercial strategy and partners across functions to improve the commercial customer journey. This role is responsible for growing revenue, strengthening customer loyalty, improving the customer journey through partnerships with the Customer Operations & Supply Chain and Plant Operations teams, and increasing visibility.

The Sr. Manager directly leads the Inside Sales, Creative Sales, Business Development, and Design & Digital Content teams. The role also partners closely with Field Sales and Marketing to build demand, identify customer opportunities, increase strategic account activity, and convert opportunities into profitable revenue.

KEY RESPONSIBILITIES:

Commercial Growth and Revenue

• Develop and execute commercial growth plans focused on new customer acquisition, account reactivation, repeat purchasing, program growth, and larger order opportunities.
• Lead the Inside Sales, Creative Sales, Business Development, and Design & Digital Content teams to achieve revenue, conversion, customer activity, and service objectives.
• Establish account growth and recovery plans for strategic customers and buying groups.
• Partner with Field Sales to identify customer needs, develop solutions, advance large opportunities, and increase participation in customer programs.
• Drive demand generation efforts that strengthen awareness and create new sales opportunities in partnership with the Sales and Marketing teams.
• Use sales, customer, and order data to identify growth opportunities, churn risks, and barriers to repeat purchasing.

Customer Experience

• Lead cross-functional customer experience initiatives in partnership with the Customer Operations & Supply Chain and Plant Operations teams. Define desired customer outcomes and jointly establish improvement priorities.
• Identify opportunities to improve speed, clarity, consistency, and responsiveness across customer facing processes, and partner with the responsible functional leaders to implement and sustain improvements.
• Partner with Customer Operations & Supply Chain and Plant Operations teams to ensure commercial commitments align with material availability, capacity, lead times, quality, and delivery expectations.
• Establish and monitor commercial measures, including customer retention, repeat order conversion, and quote conversion. Jointly define and review customer satisfaction, service responsiveness, and order cycle time measures with Customer Operations & Supply Chain and Plant Operations teams, with accountability assigned to the appropriate process owners.
• Own customer insight, identification of barriers to commercial growth, and escalation of unresolved cross-functional customer issues. Customer Operations & Supply Chain and Plant Operations retain ownership of operational execution, capacity, quality, and fulfillment within their respective functions.

Sales and Marketing Partnership

• Serve as the primary commercial partner to Field Sales and Marketing.
• Ensure initiatives are integrated into sales priorities, marketing calendars, campaigns, product launches, communication channels, and customer programs.
• Partner with Marketing to develop sales tools, product content, campaigns, sample strategies, digital assets, and demand generation programs.
• Equip sales teams with product knowledge, samples, virtuals, customer stories, and tools that help them identify and advance opportunities.
• Translate market feedback and customer needs into actionable recommendations for product, service, and marketing improvements.

Digital Enablement and Process Improvement

• Define commercial and customer requirements, prioritize customer facing opportunities, and partner with IT and enterprise support functions to support evaluation and adoption of approved digital tools and process improvements. Technical delivery and operational process ownership remain with the responsible functions.
• Support e-commerce, direct-ordering, self-service proofing, and improved customer-communication capabilities that allow customers to purchase on their terms.
• Partner with internal teams and enterprise support functions to improve CRM, ERP, workflow, and data visibility across the customer journey.
• Lead cross functional improvement initiatives that increase commercial effectiveness while supporting profitable growth.

REQUIRED SKILLS AND EXPERIENCE:

• Strong commercial leadership skills with the ability to translate business strategy into clear priorities and execution plans.
• Proven ability to lead, coach, and develop customer-facing teams.
• Ability to build productive partnerships across Sales, Marketing, Customer Operations, Supply Chain, Creative, and Plant Operations.
• Strong customer focus with the ability to identify friction points and improve the end-to-end customer experience.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Strong analytical and problem-solving skills, including the ability to use sales, customer, and operational data to identify opportunities and guide decisions.
• Ability to manage multiple priorities, lead cross functional projects, and maintain focus on key business outcomes.
• Experience with sales, marketing, customer service, e-commerce, CRM, ERP, or workflow management tools.
• Comfortable working in a fast-paced, custom-manufacturer environment with changing customer requirements and production priorities.
• Demonstrated accountability, sound judgment, initiative, and continuous improvement mindset.

MINIMUM QUALIFICATIONS REQUIRED:

• Bachelor‚Äôs degree in business, marketing, communications, or a related field preferred.
• Five or more years of progressive leadership experience in sales, business development, customer experience, marketing, sales operations, or a related commercial function.
• Experience leading teams in a business-to-business, manufacturing, promotional products, print, custom product, or similar environment preferred.
• Demonstrated success growing revenue, improving customer experience, and leading cross functional initiatives.
• Strong analytical skills with the ability to use customer, sales, and operational data to guide decisions.
• Experience with CRM, ERP, e-commerce, marketing automation, or customer service technology preferred.
• Strong communication, relationship building, coaching, and project-management skills.

By applying to this job and providing your mobile number, you are consenting to receive text messages for recruitment-related purposes, such as scheduling or application updates. You will have the ability to opt out of upon receipt. Message and data rates may apply. Message frequency varies.

Tagged as: Clari, Data Analysis