Company Name: Sears Import - OLD
Job Details
Duration: Permanent
Min Education: Not Specified
Salary: Commensurate
Job Type: Full Time
Min Experience: Not Specified
Required Travel:
  • USA - Madison Wisconsin, 53703
Job Description
The District Account Manager is responsible for generating profitable revenue by developing and maintaining on-going consultative relationships with business clients to strengthen selling solutions skills, along with greater Home Services knowledge, which will lead to improved selling effectiveness, increased confidence in service execution, and driving legendary customer loyalty. This position will also assist the Store Managers/ASM’s by providing training and coaching support to improve overall store results in Home Services revenue (PA, Delivery/Installation, SPP, ROR), Home Improvement Lead generation, and the proper utilization of Customer Care Network solutions for customer resolution.

Job Duties/Responsibilities:

• Drive Home Services Revenue (PA, Delivery/Installation, SPP, Take the Lead) growth above the regional trends by sharing best practices and supporting store management in executing Home Services programs
• Reviews business performance data with clients to identify performance improvement opportunities and develop action plans to address those opportunities
• Focus on improving the customer experience by communicating expectations and monitoring CSAT performance metrics: Delivery Match Customer Experience and Installation Match Customer Experience and reducing RORs. Reviews critical to quality metrics framed in the customer perspective, and develops plans to improve satisfaction levels
• Provide clarity/guidance to store teams regarding Home Services customer resolution resources
• Monitors and develops plans to improve selling deficiency, and promotes Sears' Vision, Mission, and Values
• Develops, deploys, and tracks training for clients to improve Home Services revenue opportunities
• Communicates information from client to fulfillment partners driving on-going improvements
• Works with business partners to grow Home Services Revenue by doing side-by-side coaching, training, benchmark performance, goal setting, and deficiency management
• Establishes contacts and assists in the management of Third Party accounts as needed
• Participate in District Meetings, communicating Home Services programs
• Act as liaison between field teams and Hoffman Support Center to ensure flawless business execution
• Provide feedback to support center and facilitate post-mortem reviews of business initiatives
• Serves as a liaison between Home Services Operations team and customer
• Partners and creates synergies with Third Party clients, and works cooperatively with both Home Services Operations and Provider Administration to assure continuous improvement
• Assists in the development of, and ensures compliance to Quality Management System (QMS) processes to operate in an efficient and effective manner
• Willing to travel up to 100% of the time by auto and minimal air
• Be in stores every day, visit each store at least once a month
• Performs other duties as assigned

License/Certificate Required: No
Driver's License Required: Yes
Travel Requirements: 100%
Age Requirement: 18+

Required Skills:

• Ability to lead a team or business group responsible for delivering results
• Ability to accept responsibility and accountability for Profit and Loss (P&L) financial or goals and metrics
• Ability to influence others without formal authority
• Extensive knowledge of Home Services Operations (In-Home, CCN, SHIP, Delivery & Installation)
• Ability to manage multiple accounts by organization, planning, and scheduling
• Computer skills, including proficiency using the Internet and Microsoft Office applications
• Strong verbal, written, and telephone communication skills
• Clear speaking voice, with a good command of the English language
• Ability to perform multiple tasks with strong attention to detail
• Ability to periodically work flexible schedules based on business needs
• Ability to maintain a professional image at all times
• Customer and team orientation skills
• Change leadership skills
• Effective problem resolution skills
• Business knowledge and literacy
• Thorough understanding of and the ability to execute sales techniques, processes, and contact management
• Ability to position benefits to various levels within the organization to assure management support and full associate participation