Vice President, Digital & Media Customer Success

Inmar Intelligence•New York, NY

7d•Onsite

About The Position

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 client. 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 (where applicable) 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

Requirements

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
Exceptional ability to communicate and foster long term Executive level business relationships
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.

Nice To Haves

Digital media, in-store media, e-Commerce software, analytics and business operations knowledge preferred

Responsibilities

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
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
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
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

Benefits

Medical, Dental, and Vision insurance
Basic and Supplemental Life Insurance options
401(k) retirement plans with company match
Health Spending Accounts (HSA/FSA)
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/life support resources
Adoption Assistance Reimbursement
Perks and discount programs