Job Description

Ooze Wholesale is a one-stop-shop for all types of smoke shop, dispensary, and convenience store products and accessories. We are the exclusive distributor of our House Brands: Ooze, King Palm wraps, Truweigh scales, Green Monkey Grinders, Loud Lock packaging, and Stache products, and our catalog offers thousands of products from leading industry brands as well as up-and-coming brands.

As an industry leader we have experienced exponential growth since we were founded in 2015. We have made the Inc. 500 list of fastest-growing companies the past two years, and have recently renovated and expanded our Headquarters in Oak Park, MI. We have a brand-new front office and showroom to accommodate our growing team, and have more than tripled our warehouse space as we continue to build our assortment and launch new products.

As the CUSTOMER EXPERIENCE MANAGER for Ooze Wholesale, you will be joining during an exciting time of growth and change. The role reports to the VP of Digital and it is an on-site role. As a Manager, Customer Experience you will be responsible to transform the sales support and customer support organization from an internally focused, reactive organization to a productive, demand generating, customer first sales culture by implementing disciplined selling processes, pricing strategies and sales enablement tools required to position the Industrial sales organization to achieve annual growth objectives and longer-term improvements.

PRIMARY RESPONSIBILITIES:

• Continually evaluate the outside-in-view to understand and exceed customer expectations.
• Coordination and Supervision - Coordinate, manage, and monitor the selling performance of both direct and indirect selling organization.
• Coordinate, manage, and monitor the end-to-end customer lifecycle with collaborative functional support and coordinated and optimized processes and integrated sales enablement tools.
• Define and manage KPIs for customer call management and technical assistance to align with a best-in-class customer experience.
• Role directly impacts financial performance of business by maximizing profitable revenue generation while minimizing cost of sales.
• Rollout new RMA process and own it’s effectiveness.
• Troubleshoot and assist the ecommerce and marketplace customer support needs.
• Drive strategic pricing initiatives, standardized proposal generation, processes and support.
• Best practices - Improve selling processes via value stream mapping and customer journey mapping in support of achieving financial results and maximizing the customer experience.
• Develop and drive proactive solutions to ensure customer-centric focus throughout organization.
• Develop, define and lead training programs for new process adoption.
• Production - Coordinate and monitor the selling processes of both direct and indirect selling channels to evaluate performance and implement improvements.
• Drive and support effectiveness of CRM maintenance and utilization, and other support functions.
• Implement and support enabling technologies including CRM, PIM, ERP, selector tools and other bolt on applications that drive sales productivity and a world class customer experience.
• Communication - Monitor, analyze, and improve sales support activities.
• Facilitate coordination and communication between support functions to deliver a seamless customer experience across the different touchpoints in the customer journey.
• Sales, marketing, and customer service - Evaluate organizational sales support programs and campaigns to ensure these activities are aligned with focus growth areas, the voice of the customer, and overall strategy.
• Strategic input - Manager of Customer Experience participates in development of strategic plan to ensure that selling and support capabilities are aligned with achievement of the plan.

COMPETENCIES:

• Positive “all for one” approach to team deliverables and priorities.
• Builds strong relationships to enable higher performance.
• Learns quickly, grasps the “essence” and can change course quickly where indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and open to suggestions.
• Embraces the ideas of others, nurtures innovation and manages innovation to reality.
• Demonstrate a “servant-leader” approach while bringing deep subject matter expertise.

REQUIREMENTS:

• Experience in FMCG/CPG Industry a plus; knowledge of the vaping and cannabis industry is desired.
• Demonstrated experience in project management, performance marketing, DAM, PIM, CRM, campaign optimization and the ability to work across multiple teams.
• Experience working with Shopify and/or other ecommerce platforms.
• 8 years of relevant experience in Customer Experience, Operations, Marketing or Product Development
• Bachelor's Degree in Business Administration, Marketing, Arts, Psychology or related fields
• Proven track record driving positive customer experience in a B2B or other complex environment.
• Proficient in using CX research and other digital CX tools including CRM, reporting systems, etc.
• Prior experience building and leading customer experience programs.
• Solid understanding of methodologies including customer research, journey mapping and service blueprinting, prototyping and user testing.
• Experience facilitating cross-functional discussions, including the ability to influence while not having direct authority.
• Self-starter with exceptional management skills and great attention to detail.
• Dedicated and ethical approach to customer experience.
• Excellent conflict resolution, negotiation and follow-through skills.
• Ability to interpret and communicate both quantitative and qualitative data.

KEY FUNCTIONAL SKILLS:

• Marketing Strategy
• Innovation
• Consumer Engagement
• Consumer Insight and Empathy
• Brand Knowledge and Advocacy

WHY WORK FOR US? 

• Mon-Fri 9a-5p
• Ooze Swag included: https://www.oozelife.com/collections/apparel  
• Benefits offered: Medical, Dental and Life Insurance and Paid Time Off. 
• Located in Oak Park, MI (near Detroit).
• Opportunity to travel to events.