Dealer Service And Sales Operations Director

The Dealer Service and Sales Operations Director has the overall leadership of Gibson Brands Partner Service Experience across all Distribution Channels and for the entire Gibson portfolio of brands within the Americas as well as for all International Distributors, and intercompany orders. The key mission of this role is to establish industry leading service standards that excite our distribution partners (DTC, DTD, Distributors) with exceptional service experiences, as part of our OmniChannel engagement.

(S)he is customer centric and passionate about elevating service solutions and developing service as competitive advantage. (S)he is a role model and ambassador for customer service with a drive to increase loyalty and lifetime value of partners in a channel agnostic omnichannel environment. This leader is responsible for all Customer Service-related functions, including region Americas Sales Planning and global commercial Digital Transformation and is the global service subject matter expert (Center of Excellence).

This new role is being created to support Gibson's continued growth. The successful candidate will be a highly strategic member of Gibson's leadership team who can drive significant impact as we mature our global capabilities. Reporting directly to the Americas VP Commercial and the Chief Operating Officer, this role will have significant exposure to our executive team, providing meaningful opportunities to influence Gibson's broader strategy and operations.

This is an exceptional opportunity to make an outstanding impact on Gibson's growth and success.

ROLES & RESPONSIBILITIES

Service Planning and Activation

• Design service experience strategies aligned with global Gibson Brands strategy to elevate and achieve the brands' service levels and to elevate Distribution Partner service experience

• Develop 3-year strategic service plan (SSP) and the annual (budget) service plans. Formulate service activation programs, deploy initiatives, and track progress.

• Define Key Service Drivers (KSD) and ensure implementation. Design plans and KPIs to realize those consistently.

• Design a global Dealer Service system architecture and modern User Interfaces. Establish seamless interconnection with Gibson Brands ERP system (D365), as well as DTC system. Lead the digital transformation and the successful implementation of a cross departmental CRM solution, as well as a modern Sales Portal (2-way B2B tool).

• Gibson subject matter expert for Customer Relationship Management and Business to Business solutions

• Contributes to the Commercial Global and Regional Long-Range Plan (Strategic Business Plan)

Go-To-Market (GTM) Coordination

• Follows the Go-to-Market (GTM) specific "Commercial Calendar" cadence and meets calendar milestone deadlines

• Collaborates with S&OP and ensures that new product launches and exclusive products are timely met in terms of allocation mix, quantities, and shipping.

• Sets the drum beat to secure the orderbook in full and on time against set revenue targets and policies.

• Frequently analyses inventory coverage levels against orderbook, releases inventory to available status when needed, and proactively "sells" overstock to balance coverage levels

• Seeks for sales opportunities, present options, and opportunity buys

Sales Planning

• Leads the Americas Sales Planning Manager

• Builds robust Sales Planning methodology and Business Intelligence practice

• Scope (Americas):

• A) Annual and Seasonal Revenue and Margin Plan by Brand, Category, Distribution, BDM, Dealer

• B) SKU level forecasting (Merchandising)

• C) Orderbook Evolution Management

• D) Sell Through Analysis and Reports

• E) Monthly and Weekly Commercial Reports

• F) Market Insights (Macro and Industry intelligence)

• Supports Key Americas GTM Milestones (e.g.: Preline Meetings, Prepare to Sell, etc), as well as presentations to the GLT and BOD

• Provides distribution and product merchandise analytics and reports to track key performance indicators (KPIs), monitor business performance, and derives actionable insights to optimize strategies and drive continuous improvement.

• Prepares impactful presentations

Objective Management

• Set annual, quarterly, and monthly targets (KBDs and KPIs), track and report progress.

• Reporting: Establish KPIs and tracking mechanisms to manage Key Business and Service Driver (KBDs and KSDs) metrics: Monitor, evaluate and report Sales Plans, Order Management Performance, OTIF, Leadtimes, NPS, Call Frequency, Case Resolution, etc

• Build a management reporting dashboard (high level and consolidated) as well as operating reports and activity trackers.

• Schedule and lead weekly and monthly performance team review calls.

• Monitors contact center performance and amplifies best practices or takes corrective action to improve service levels

Demonstration of Key Competencies (Requirements)

Leadership

• Provides transformational leadership; Formulates strategies and concepts and drives execution excellence

• Makes clear decisions, which may involve making tough choices

• Takes initiatives and responsibility for actions, projects, and people

• Provides others with clear direction, initiates and generates activity

• Develops Game Plans (Playbooks)

• Demonstrates excellent process, project, and business planning

Customer Service

• Puts customers (DTC, Dealers, Distributors) first; demonstrates an interest and understanding

• Understands the Lifetime Value of partners

• Sets high service standards

• Listens, consults, and communicates proactively; manages conflict and turns it in a win-win situation

• Uses direct communication appropriately to enhance relationship with partners and fans; responds quickly to their needs and to their reactions and feedback

• Makes a strong personal impression on dealers, distributors, own DTC leadership and our international regions

Business Development and Analytics

• Identifies business opportunities and maximises growth and business development

• Shows evidence of clear analytical thinking. Gets to the heart of complex problems and issues

• Demonstrates financial awareness, controls costs, and thinks in term of profit, loss and added value

• Follows up on clearly defined objectives. Develops dashboard to track and report progress against objectives (KPIs). Monitors performance against deadlines and milestones

• Demonstrates excellent analytical skills in analysing service, orderbook, sales, and margin metrics

Required Experience

• 10-15 years' relevant work experience in leading sales, commercial, and or dealer service functions

• Shows track record of driving revenue growth and achieving business and service objectives

• Demonstrated transformational leadership in elevating service levels into a competitive advantage

• Established integrated digital platforms to enable world class service capabilities (e.g.: Sales Force CRM and Sales Portal)

• Experienced in developing Dealer Service and Sales Planning Playbooks and Protocols based on omnichannel best practices

• Shows great expertise in Sales Planning, Commercial Analytics, Orderbook Management, Order To Cash Process / Allocation, Account Master Management, CRM, B2B, After Sales Service, Return Merchandise Authorization (RMA) and working with ERP

• Experience in working in a dynamic global premium branded consumer goods company is preferred.

• Has worked in an international matrix organisation (experienced to successfully work in a multi-stakeholder, international environment and navigating a matrix organisation), and demonstrates an understanding of different organizational departments and functions

• Has a track record in developing and executing OmniChannel service strategies

• Good understanding of GTM process and working within stage/gate calendars and meeting key milestones

• Knowledge of product-, consumer-, and channel segmentation models

• Academic Experience: Post-secondary education in Business or related area or equivalent experience (Bachelor/master's degree)

Essential Skills

• Demonstrates strong sales, commercial, and service operation acumen

• Excellent analytical skills in processing, analysing, and reporting data; Revenue; Channel; Orderbook; Service Metrics

• Demonstrates ability to derive actionable insights from data and make informed decisions and improve business performance.

• High digital tech acumen: understanding of dealer service and sales operations technology (e.g., Salesforce CRM, B2B Sales Portal, CS Tele Communication Systems, ERP, Business Intelligence Systems e.g.: Power BI, Sales Planning Tools, Orderbook Management)

• Skilled in building processes and integrated system architectures and networks enabling first class service solutions

• Skilled in developing and operating a best-in-class Dealer Service Operation

• Shows strong project management skills and methodology

• Excellent knowledge of Business Planning, KBDs, KPIs, and Commercial Metrics

• Articulates business cases, develops Game Plans and drives execution excellence

• Experienced/Proficient in Microsoft Word, Power Point, Excel, and Outlook and Dealer Service and Sales Planning Business Tools

• Fluent communication skills in English

Personal Qualities (motivation)

• An inspirational leader with genuine enthusiasm, cultural savvy, with a global perspective

• Personable, team oriented, and ignites a positive work atmosphere

• Passionate about working and winning in a team environment, and is a catalysator for cross functional collaboration

• Customer centric mindset: Enjoys the pursuit of delivering the industry-leading omnichannel customer experience

• Self-sufficient, proactive, service and result oriented

• Able to multitask, to prioritize and to identify solutions in timely manner

• "Can do" attitude and high say/do ratio

• Works with a sense of urgency and a desire for excellence in performance and customer satisfaction

• Curious in nature and always looking to question, learn, and look for better ways to do things

• Ability to remain objective and exercise good judgment, decision making, diplomacy and discretion

• Ability to maintain confidentiality and deal appropriately with sensitive issues

• Passion for music is a plus

Travel

Periodic travel between Gibson Brands locations, to commercial events, and Key Partner meetings may be required

Nota Bene:

The company's job descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible.