Vice President, Digital & Media Customer Success
The Vice President, Digital & Media Customer Success leads a team that is accountable for building and overseeing the execution of Joint Business Plans with assigned clients. The Vice President works in concert with leadership to accelerate customer relationships that promote expansion, retention, and loyalty to Inmar solutions. This role also works closely with both dedicated and cross-functional team members across Retail Acquisition, Analytics, Customer Intelligence, Product, Sales, and Operations in support of their customers to ensure they are satisfied with the services they receive and improve on areas of dissatisfaction. This position will require being onsite with the client at least three days per week. Primary Accountabilities
Strategic (45%) Assess the current business and competitive environment to develop the right customer strategy for base business and identify the right expansion strategy Partner with Retail Acquisition to develop customer engagement plans based on expansion opportunities in concert with the customer's business vision Build and lead the right customer wiring strategy based on strategic importance and business development objectives Build and gain alignment with leadership on product, marketing, staffing, and pricing solutions required to meet and/or exceed internal and retailer financial objectives Lead the execution of Joint Business Plans with customer while focusing on accelerating their ability to differentiate themselves with their shoppers, meeting or exceeding revenue objectives, customer loyalty, and share of market goals Leadership (30%) Evolve the organization structure within the team to meet customer and company expectations on current and future business results Hire, train, and accelerate the development of the team, enabling career growth led by embracing Inmar principles and people calibration process Work in collaboration with cross-functional leaders in Sales, Shopper, and Retail Acquisition to provide visibility to customer commercial plans; drive inclusion to maximize results for Inmar, Retail partners, and Brands Demonstrate great communication skills, setting the example and expectation for your team; lead by example Play a critical role as a senior leader in Customer Success, partnering with business peers and leadership to prioritize work, capitalizing on our business strengths but also challenging status quo to unlock growth Influence (15%) Establish trust with C-Suite leadership Retailers and internally to unlock new thinking, driving breakthrough business solutions to accelerate results Lead contract negotiations with account leadership and internal stakeholders to deliver long term, sustainable partnership models Partner with cross-functional leaders and peers to improve processes and drive sustainable business results Be a change agent that drives business forward with the customer, their team, and internal stakeholders Analytical (10%) Drive clarity with retailers and the team through business appropriate scorecards, used to provide facts and recommendations on business improvement solutions Track business progress vs budget, holding self and team accountable to results Fail Fast and implement change based on facts Required Qualifications: Bachelor's degree, Master's preferred 15+ years of leading complex businesses with a minimum of 7 years' experience leading customer-facing teams; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position Proven track record of leading customer engagements and delivering positive outcomes for retail customers; demonstrated ability to build and lead joint business planning with retailer partners Demonstrated resume of people development; track record of acquiring, retaining, and developing talent Background in Food, Drug, or Mass Merchandizing, including background in driving business solutions Digital media, in-store media, e-Commerce software, analytics, and business operations knowledge preferred Exceptional ability to communicate and foster long term Executive level business relationships Individual Competencies: Integrity:
Gains the trust of others by taking responsibility for own actions and telling the truth. Teamwork:
Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually-beneficial partnerships, leverage information, and achieve results. Adaptable:
Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude. Innovative:
Ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures, or technologies. Curious:
A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization. Analytical and Critical Thinking:
Ability to tackle a problem by using a logical, systematic, sequential approach. Problem Solving:
Gathers and analyzes information to generate and evaluate potential solutions to problems, issues, and challenges while weighing the accuracy and relevance of the facts, data, and information. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. While performing the duties of this job, the associate is: Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms. Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper. Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds. Occasionally required to view items at an extremely close range and must be able to adjust and readjust focus. Occasionally: Job requires this activity up to 33% of the time Frequently: Job requires this activity between 33% - 66% of the time Regularly: Job requires this activity more than 66% of the time Safety: Support a safe work environment by following safety rules and regulations and reporting all safety hazards. As an Inmar Associate, you: Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements, and exceed their expectations. Treat clients and teammates with courtesy, consideration, and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information, and achieve results. Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service, and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome. We are an Equal Opportunity Employer, including disability/vets. At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages. Medical, Dental, and Vision insurance Basic and Supplemental Life Insurance options 401(k) retirement plans with company match Health Spending Accounts (HSA/FSA) We also offer: Flexible time off and 11 paid holidays Family-building benefits, including Maternity, Adoption, and Parental Leave Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning Wellness and Mental Health counseling services Concierge and work
The Vice President, Digital & Media Customer Success leads a team that is accountable for building and overseeing the execution of Joint Business Plans with assigned clients. The Vice President works in concert with leadership to accelerate customer relationships that promote expansion, retention, and loyalty to Inmar solutions. This role also works closely with both dedicated and cross-functional team members across Retail Acquisition, Analytics, Customer Intelligence, Product, Sales, and Operations in support of their customers to ensure they are satisfied with the services they receive and improve on areas of dissatisfaction. This position will require being onsite with the client at least three days per week. Primary Accountabilities
Strategic (45%) Assess the current business and competitive environment to develop the right customer strategy for base business and identify the right expansion strategy Partner with Retail Acquisition to develop customer engagement plans based on expansion opportunities in concert with the customer's business vision Build and lead the right customer wiring strategy based on strategic importance and business development objectives Build and gain alignment with leadership on product, marketing, staffing, and pricing solutions required to meet and/or exceed internal and retailer financial objectives Lead the execution of Joint Business Plans with customer while focusing on accelerating their ability to differentiate themselves with their shoppers, meeting or exceeding revenue objectives, customer loyalty, and share of market goals Leadership (30%) Evolve the organization structure within the team to meet customer and company expectations on current and future business results Hire, train, and accelerate the development of the team, enabling career growth led by embracing Inmar principles and people calibration process Work in collaboration with cross-functional leaders in Sales, Shopper, and Retail Acquisition to provide visibility to customer commercial plans; drive inclusion to maximize results for Inmar, Retail partners, and Brands Demonstrate great communication skills, setting the example and expectation for your team; lead by example Play a critical role as a senior leader in Customer Success, partnering with business peers and leadership to prioritize work, capitalizing on our business strengths but also challenging status quo to unlock growth Influence (15%) Establish trust with C-Suite leadership Retailers and internally to unlock new thinking, driving breakthrough business solutions to accelerate results Lead contract negotiations with account leadership and internal stakeholders to deliver long term, sustainable partnership models Partner with cross-functional leaders and peers to improve processes and drive sustainable business results Be a change agent that drives business forward with the customer, their team, and internal stakeholders Analytical (10%) Drive clarity with retailers and the team through business appropriate scorecards, used to provide facts and recommendations on business improvement solutions Track business progress vs budget, holding self and team accountable to results Fail Fast and implement change based on facts Required Qualifications: Bachelor's degree, Master's preferred 15+ years of leading complex businesses with a minimum of 7 years' experience leading customer-facing teams; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position Proven track record of leading customer engagements and delivering positive outcomes for retail customers; demonstrated ability to build and lead joint business planning with retailer partners Demonstrated resume of people development; track record of acquiring, retaining, and developing talent Background in Food, Drug, or Mass Merchandizing, including background in driving business solutions Digital media, in-store media, e-Commerce software, analytics, and business operations knowledge preferred Exceptional ability to communicate and foster long term Executive level business relationships Individual Competencies: Integrity:
Gains the trust of others by taking responsibility for own actions and telling the truth. Teamwork:
Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually-beneficial partnerships, leverage information, and achieve results. Adaptable:
Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude. Innovative:
Ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures, or technologies. Curious:
A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization. Analytical and Critical Thinking:
Ability to tackle a problem by using a logical, systematic, sequential approach. Problem Solving:
Gathers and analyzes information to generate and evaluate potential solutions to problems, issues, and challenges while weighing the accuracy and relevance of the facts, data, and information. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. While performing the duties of this job, the associate is: Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms. Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper. Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds. Occasionally required to view items at an extremely close range and must be able to adjust and readjust focus. Occasionally: Job requires this activity up to 33% of the time Frequently: Job requires this activity between 33% - 66% of the time Regularly: Job requires this activity more than 66% of the time Safety: Support a safe work environment by following safety rules and regulations and reporting all safety hazards. As an Inmar Associate, you: Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements, and exceed their expectations. Treat clients and teammates with courtesy, consideration, and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information, and achieve results. Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service, and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome. We are an Equal Opportunity Employer, including disability/vets. At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages. Medical, Dental, and Vision insurance Basic and Supplemental Life Insurance options 401(k) retirement plans with company match Health Spending Accounts (HSA/FSA) We also offer: Flexible time off and 11 paid holidays Family-building benefits, including Maternity, Adoption, and Parental Leave Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning Wellness and Mental Health counseling services Concierge and work