Responsibilities

Customer Profitability:

• Manage the streamlining and automation of the core elements of the customer profitability model so that it becomes a core business management tool for the Field Sales organization. This includes integrated GM$, DSO, Optimization, CTS, Credit Rating, and MTM exposure, along with select set of standard reports.
• In-house, 'automated' model should result in nominal efforts across the business to provide the data; reporting should be available on a quarterly basis with a 1-2 month lag time.

CRM:

• Lead the development and management of a CRM vision which enables differentiated servicing (from prospect through to renewal) based upon insights of CRM tool
• Ensure high levels of data quality through: integration of CRM with other key EM systems to ensure a single view of the customer; UI enhancements, user training, data cleansing in order to drive pipeline management, management reporting and leverage for marketing campaign efforts
• Operationalize back-end performance tracking to identify key areas of improvement for campaigns
• Work to determine if we can 'automate' the campaign management process post integration of SFDC with genesis in order to improve timeliness, quality and cost effectiveness.

Customer Retention:

• Lead the efforts to understand the core drivers of customer retention through the development, management and delivery of ongoing win/loss analysis of new and renewal business, working with the Field to understand reasons for wins and losses (including competitive data: pricing, products, etc.)
• Lead the scoping / feasibility of a Customer Advisory Council - one mechanism as part of our Must Keep Customer Retention Strategy.
• Lead the design, development and implementation of Window of Opportunity/ retention trigger campaigns to enable AM renewal efforts for the entire natural gas and electricity portfolio.

Website:

• Develop and implement a holistic strategy for website, highlighting key drivers of profitability, and enabling capabilities, support and performance (including a potential as part of a low cost model to serve)
• Be the voice of the customer for EM transformational initiatives, including new billing project
• Generate quality leads through passive online acquisition
• Drive customers to the web for self-servicing using various marketing tactics
• Analyze key metrics to improve performance and drive profitability
• Ensure website performs at high levels of performance and availability.

People Leadership:

• Lead a direct staff of two specialists, one intern, as well as IT PM for SFDC integration (indirect leadership of web IT resources)
• Manage performance to achieve aggressive business goals and objectives
• Coach and lead team to improve leadership and functional skills, as well as career pathing objectives

• Knowledge of and a passion for strategic marketing discipline in order to drive top and bottom line results
• Strong results orientation
• Ability to create winning strategies that drive innovation, focus on the customer, and top/bottom line results
• Strong strategic thought leadership; hypotheses-based decision-making supported by fact-based knowledge
• Intuitive reasoning skills
• Ability to drive conceptual thinking into tactical action plans
• Understanding, and exceeding customer needs; strong focus on the customer and client
• Outstanding skills in effective leveraging business relationships; strong influence management skills; ability to manage extended team members
• Strong project/ program management
• Strong people management
• Ability to navigate decisions across a matrix organization
• B2B experience and success working with all levels in a sales organization, including senior sales management
• Proven success in driving measurable customer loyalty
• Strong communication (oral, written) skills
• Ability to attract, develop and retain strong talent
• Demonstrates high level of personal excellence
• Experience with CRM solutions a plus
• MBA in Marketing a plus