National Accounts Customer Experience Manager

Your mission

Pierre Fabre is the 2nd largest dermo-cosmetics laboratory in the world and the 2nd largest private French pharmaceutical group. We are a leading multinational specialty healthcare company that researches, develops, manufactures, and commercializes pharmaceuticals and OTCs.

Pierre Fabre designs and develops innovative solutions that contribute to the well-being of all, from health to beauty. We achieve this by cooperating with health care professionals, by drawing relentless inspiration from nature, and by placing pharmaceutical ethics at the very heart of our operations.

Summary:

Pierre Fabre USA is seeking a dynamic and experienced National Accounts Customer Experience Manager to oversee our retail accounts, including Target, Walgreens, CVS, and Ulta. The ideal candidate will be responsible for managing all aspects of customer service operations, ensuring client satisfaction, and fostering long-term partnerships with these national accounts. In addition, the ideal candidate will have working knowledge of the CPFR function as we look to pilot this program with our top couple of accounts. This role will report to the Senior Manager of Customer Care, with a dotted line to the Senior Manager of 3PL Management and will be a key stakeholder in providing excellent service to our National Account Customers to ensure maximum customer satisfaction.

Responsibilities:

Account Management:

• Serve as the primary point of contact for our National Accounts, managing all communication
• Develop and maintain strong relationships with key stakeholders at each account
• Understand the unique objectives of each account and tailor services to meet their requirements
• Take ownership of customers issues and follow problems through to resolution
• Maintain an orderly workflow according to priorities
• Manages chargeback investigation and dispute resolution for National Accounts

Customer Satisfaction:

• Monitor customer satisfaction metrics and feedback from National Accounts
• Proactively address any issues or concerns raised by clients and work to quickly resolve them to maintain high levels of satisfaction
• Implement strategies to continuously improve the customer experience and exceed expectations

Forecasting and Replenishment:

• Analyze historical sales data, market trends, and promotional activities to forecast future demand and identify potential risks and opportunities
• Work closely with internal stakeholders to align forecasts with production and inventory plans
• Optimize inventory replenishment processes to ensure the availability of products while minimizing excess inventory and stockouts
• Monitor inventory levels and sales performance to identify opportunities for improvement in replenishment strategies

Performance Management:

• Develop key performance indicators (KPIs) to measure the effectiveness of CPFR initiatives and track performance against targets
• Conduct regular analysis of supply chain data to identify trends, root causes of issues, and opportunities for improvement
• Generate reports and dashboards to communicate performance metrics and insights to internal and external stakeholders

Cross-Functional Collaboration:

• Collaborate with cross-functional teams including sales, demand planning, and logistics to develop joint business plans and strategies
• Facilitate regular meetings and communication with retail partners to review performance, address issues, and align on future plans
• Partner with IT for automation initiatives that will assist in ensuring clean orders as close to 100% as possible

Competencies:

• Strong client-facing and communication skills
• Strong oral and written communication skills to deal with customers as well as interpersonal and team-oriented capabilities
• High reactivity, responsiveness, excellent organizational skills and ability to prioritize, multi tasks
• KPI driven minded
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills

Required Education and Experience:

• Bachelor's degree in Business Administration, Marketing, or related field
• National Account experience is a must, to include Target, Amazon, Walgreens, CVS, Ulta, or similar accounts
• Proven experience in customer service management, preferably in a retail CPG environment
• Strong understanding of retail industry trends and dynamics
• Excellent communication and interpersonal skills, with the ability to build rapport and negotiate effectively with clients
• Demonstrated leadership abilities with experience in managing and developing high-performing teams
• Analytical mindset with the ability to interpret data and make data-driven decisions
• Proven track record of driving customer satisfaction and achieving business objectives

Work Environment / physical demands / position type and expected hours of work:

• This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
• The normal working hours of the office are from 8:30 a.m. – 5:00 p.m. Monday through Friday.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel (Not relevant)

See if our company is a fit for you:

True to My Nature

https://www.pierre-fabre.us/

Pierre Fabre is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender expression and identity, disability, genetic information, veteran status, military status, application for military service or any other class protected by state or federal law.