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Director of Sales and Customer Support At BuildDirect

Location: Vancouver, British Columbia

Job Description

We are looking for a motivated and talented Director of Sales & Customer Support who has experience in leading customer facing teams to join our retail business. As a Director of Sales & Customer Support you are responsible for the Sales functions which include pre-sales customer support, order management and post-order delivery and claim management.


Responsibilities

  • Develop and nurture a customer obsessed culture across all the customer facing roles in BuildDirect
  • Be the strategic voice advocating for the customer via customer tests and insights, segment definitions and strategies.
  • Use your experience and customer insights to help design best practices for all aspects of the customer journey, including pricing, customer account development, escalations, buying-journey support and post-order resolution management.
  • Optimize the compensation plan for the pre-sales customer support team and other variable compensation roles.
  • Establish targets and key performance indicators to ensure the team is optimized for efficiency and achieving their goals
  • Develop a sales training program to drive adoption for learning and development across the customer success team
  • Lead cross-functional programs such as segment pricing by collaborating with other departments including Business Development, Category Management, Supply Chain, Finance and Product Management.
  • Recruit and develop a best-in-class team
  • Serve as the executive sponsor for BuildDirect’s most strategic customers
  • Lead regularly scheduled business planning and reviews such as monthly business reviews, annual operational planning, etc.


Desired Skills & Experience

  • 10+ years’ experience in leading customer facing teams such as sales, customer support, post-order management, etc.
  • Previous experience growing and scaling a team.
  • Architecting new processes and designing best practices.
  • Successful track record in hiring, developing, and retaining exceptional talent
  • Undergraduate degree
  • An MBA is preferred
  • Excellent communication skills
  • Strong analytical, troubleshooting and problem-solving skills
  • Excellent collaboration and negotiation skills.

What you must have…

  • An obsession for the customer
  • Passionate drive to deliver results and growth the business
  • An audacious spirit that embraces uncertainty and challenges with enthusiasm
  • High levels of integrity and a commitment to do what you say you are going to do
  • Strong entrepreneurial spirit to be curious and challenge the status quo
  • High degree of empathy and the ability to see other's perspective


About BuildDirect

Founded in 1999, BuildDirect is the innovative marketplace for purchasing and selling quality home improvement & flooring materials online. BuildDirect co-founders wanted to simplify the home improvement industry and give the power of choice back to the homeowner and home improvement professional. They wanted to provide those seeking to build or improve homes with an online marketplace to access the flooring products they want, at the prices they’d love, delivered on time directly to their doorstep.

And today we do just that.

Servicing North America, BuildDirect connects homeowners and home improvement professionals with sellers around the world, creating a much simpler and trusted shopping experience. The platform offers Pro’s and Homeowners the ability to purchase various volumes of flooring products direct from Sellers. This keeps costs low, often up to half the price found at big box stores or specialty retailers, and provides efficient direct-to-home (or jobsite) shipping of those products.

BuildDirect Perks

  • Office located in the heart of the growing tech area of downtown Vancouver, with 360-degree views of the city, easy access to public transit, near 100’s of restaurants & bars, and onsite ping pong
  • Weekly fresh fruit deliveries and unlimited fresh coffee & tea
  • Newly renovated onsite gym, lockers, and bike storage
  • Unlimited vacation
  • Employee stock options
  • Extended health benefits (i.e., naturopath, massage therapy, acupuncture)
  • Annual learning benefit
  • Regular company-wide & team events
  • A culture of talented people, that like to have fun!