Customer Engagement Manager in Roanoke, VA at Advance Auto Parts

Date Posted: 7/5/2020

Career Snapshot

Career Description



Job Description

The Customer Engagement Manager will be the voice of the customer to ensure the tools provide value for our Store Partners, ensures align and integrate our business with internal business processes, and provide support and training for 3K+ new users. CEM will validate and create the use cases and needs, product preferences, priorities and work hand in hand with the development team to ensure we deliver a value -added product. They will also work cross functionally with Marketing, Customer support, and the Commercial effectiveness team to identify internal processes to integrate and ensure the processes move us from manual to digital processes. They will be the support to answer questions for the field team and our Store Partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Develop training content and tools to support Sales process, Territory Planning, operations partnerships, and salesforce.com
  • Continuously support and drive change management of the Sales Team specifically around process and tools
  • Partner with the Commercial Sales team, marketing, and merchandising to develop playbooks and sales tools to support Commercial Sales Organization in their approach to grow wallet share
  • Work cross functionally to develop communication plans that integrate and drive change management around the tools and process
  • Work with the field leaders and the SSC to understand their training needs

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Excellent interpersonal and presentation skills
  • Excellent problem solving ability
  • Excellent communication skills
  • Proven sales record and complete understanding of sales process, territory planning, operations partnerships, salesforce.com and category reporting
  • Must possess strategic thinking abilities
  • Ability to facilitate training sessions
  • Ability to define problems, collect information, establish facts, and draw valid conclusions
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
  • Computer proficiency required: Microsoft Word, Outlook, Excel, Salesforce.com, OneNote, and PowerPoint
  • Extensive traveling, including overnight travel, may be required.

EDUCATION and/or EXPERIENCE

Bachelor’s Degree required, 5-8 years of sales or marketing experience; or equivalent combination of education and experience

SUPERVISORY RESPONSIBILITIES

This job has no direct supervisory responsibilities.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is frequently required to stand and talk/listen. The Team Member is occasionally required to walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The Team Member must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.