As the Vice President of Customer Engagement and Procurement Excellence, you will play a pivotal role in enhancing customer satisfaction and driving strategic procurement initiatives within our organization. Reporting directly to the Chief Supply Chain Officer (CSCO), you will lead a dedicated team focused on elevating customer experiences and optimizing procurement practices to drive business success.

 

Responsibilities:

1. Customer Engagement:

  • Develop and execute strategies to enhance overall customer satisfaction and loyalty.
  • Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Retention Rate.
  • Analyze customer feedback and market trends to identify areas for improvement and innovation in service delivery.
  • Collaborate with cross functional teams including Sales, IT, Marketing, Finance and Operations to ensure a seamless customer experience and full alignment of customer service goals with SwagUp’s overall business objectives.
  • Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service performance.
  • Oversee the daily operation of the Customer Excellence functions including the handling of customer inquiries and resolving escalated issues in a timely and professional manner.

2. Procurement Excellence:

  • Lead the development and execution of procurement strategies to optimize costs, quality, and supplier relationships.
  • Define KPIs for procurement effectiveness, including Cost Savings Percentage, Supplier Performance Scorecards, and Procurement Cycle Time.
  • Collaborate with cross-functional teams to identify opportunities for cost reduction and process improvement through strategic sourcing and vendor management.
  • Negotiates prices, FOB terms, terms and contracts with vendors and suppliers.
  • Build and maintain relationships with vendors and suppliers.
  • Cultivate potential new prospective vendors and negotiate contracts in collaboration with Legal.
  • Oversee the creation and processing of all Purchase Orders for the company.
  • Manage vendor relations including vendor compliance adherence.
  • Contribute to overall business strategy and annual budget process.

3. Team Leadership:

  • Provide visionary leadership to the customer engagement and procurement teams, fostering a culture of excellence, collaboration, and continuous improvement.
  • Monitor team performance against KPIs such as Employee Engagement Score, Team Productivity Metrics, and Training Completion Rates.
  • Conduct regular performance reviews and provide coaching and development opportunities to team members.

4. Stakeholder Management:

  • Build and maintain strong relationships with key internal stakeholders, including executives, department heads, and functional leaders.
  • Track KPIs related to stakeholder satisfaction, such as Stakeholder Feedback Surveys, Alignment with Business Objectives, and Cross-functional Collaboration Metrics.
  • Serve as a trusted advisor to senior leadership, providing insights and recommendations on customer engagement and procurement strategies.

 

Top Candidates Have:

  • Leadership: Ability to inspire and motivate teams, set clear direction, and lead by example.
  • Communication: Excellent verbal and written communication skills to effectively convey ideas, strategies, and feedback.
  • Strategic Thinking: Capacity to think strategically, anticipate market trends, and develop long-term plans to drive business success.
  • Problem-Solving: Strong analytical and critical thinking skills to identify challenges, develop creative solutions, and make informed decisions.
  • Collaboration: Aptitude for building and maintaining strong relationships with internal and external stakeholders, fostering teamwork and collaboration.
  • Adaptability: Flexibility to adapt to changing business needs, industry dynamics, and market conditions.
  • Innovation: A mindset for innovation, constantly seeking ways to improve processes, enhance customer experiences, and drive efficiency.
  • Emotional Intelligence: Ability to understand and manage emotions, demonstrate empathy, and build rapport with colleagues and customers.
  • Customer Experience Management: Proven experience in designing and implementing customer engagement strategies, measuring customer satisfaction, and driving improvements in customer experience.
  • Procurement and Sourcing Expertise: In-depth knowledge of procurement principles, strategic sourcing methodologies, contract negotiation, supplier management, and cost optimization strategies.
  • Data Analysis: Proficiency in data analysis tools and techniques to extract insights from customer feedback, market research, and procurement data.
  • Financial Acumen: Understanding of financial metrics, budgeting, and cost management to evaluate the financial impact of procurement decisions and customer engagement initiatives.
  • Project Management: Ability to effectively plan, execute, and oversee projects related to customer engagement initiatives and procurement optimization.
  • Technology Proficiency: Familiarity with customer relationship management (CRM) systems, procurement software, and other relevant technology platforms.
  • Risk Management: Knowledge of risk assessment and mitigation strategies related to customer engagement activities and procurement processes.
  • Change Management: Experience leading organizational change initiatives, managing resistance, and driving adoption of new processes or technologies.

 

Qualifications:

  • Bachelor’s degree in Business Administration, Supply Chain Management, or a related field; Master’s degree preferred.
  • Proven experience in customer engagement, procurement, or related roles, with a minimum of 7+ years in a leadership capacity.
  • Strong understanding of customer experience best practices, market trends, and emerging technologies.
  • Demonstrated expertise in strategic sourcing, contract negotiation, and supplier management.
  • Excellent leadership, communication, and interpersonal skills, with the ability to influence and inspire others.
  • Strategic thinker with a track record of driving results and implementing innovative solutions.

 

What’s In It for You:

  • Medical, Dental, Vision, & Life Insurance.
  • Employee Stock Options
  • Flexible PTO
  • Lots of Swag!
  • Join the team at a time when you can help shape the future of the company.
  • Wake up each morning proud of the place you work and the amazing companies you get to partner with.
  • MacBook & WFH Stiped to set up a successful work environment

 

Compensation: $180k – 190k base + 10% bonus.

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