Director of Customer Success

Position Summary:
The Director of Customer Success will lead the TEAm as the primary day-to-day contact point with MIlo’s customers.  The objective includes creating a best in class customer experience related to fulfilling orders and all aspects of servicing the needs of our customers including written and verbal communication plus acting as the primary point of contact on customer inquiries related to orders.  Successful candidates require a strong understanding of MIlo’s processes given the role and TEAmwork in a heavily cross-functional environment.  The primary objectives are:

o    Creating a forward-looking vision and model on what a thriving customer success TEAm looks like
o    Improve load balancing thereby increasing efficiency 
o    Establishing a benchmark NPS or equivalent score from which we create and execute a forward-looking plan to measurably improve
o    Align with Ops TEAM on all facets of customer order management

Responsibilities:
•    Align cross functionally to improve customer excellence by driving profitable growth through implementing best practices to satisfy customer demand.   
•    Improve and positively impact order cadence and fulfilment by proactively working with customers.  
•    Lead the Business Support team by conducting 1:1s, daily huddles, tactical meetings, performance reviews, and growth pathing discussions. 
•    Create training material and SOPs for the Business Support Team. 
•    Review customer agreements and transportation guides to ensure compliance. 
•    Drive change through the management of continuous improvement projects within Business Support and Sales. 
•    Serve as a stakeholder for Sales on major Company initiatives, collaborating with all business units. 
•    Actively participates in S&OE and S&OP meetings. 
•    Assists with and participates in forecasting meetings regarding new products and new customers. 
•    Review Customer Orders, Revenue, Profitability, QA issues, and PO data to improve processes and drive profitability.  
•    Invest in and is an example of Milo’s Responsibility commitment which includes environmental, social, and corporate governance components. 
•    The position has Food Safety Responsibilities. 
•    Other duties as assigned. 

Supervisory:

•    This position has supervisory responsibilities. 

Qualifications:
•    All applicants must have a Bachelor’s degree in Sales and Marketing
•    Minimum of 8-10 years of CPG experience (or equivalent combination of education and experience)  
•    Minimum 8-10 years of experience in leading a team 

Physical Demands:
•    This job is sedentary. Reasonable accommodations may be made to enable individuals with different abilities.

FLSA Status:  Exempt    

Critical Competencies:       
☒ Building Relationships
☒ Coachable/Open to Feedback
☒ Process Driven
☒ Purposeful/Strategic
☒ Critically Evaluates
☒ Action-Oriented
 
    

Responsible for accelerating Milo's growth and customer satisfaction by leading the Customer Success team through continuous and multifunctional improvement projects, issue resolution, customer analysis, and customer communications.