Working within the Demant Wholesale team and reporting to the President, you will be responsible for building and monitoring all interfaces between partners, stakeholders, and support functions to ensure exceptional experience for wholesale customers.
The Vice President of Professional Services must have experience in the field and in management, and they should be passionate about client satisfaction and end-user experience. This is a business-critical role that supports seamless operations throughout the organization which will drive a culture of excellence. This role will influence key areas of interface including customer experience, communications, and operations coordination. You will coordinate efforts among the many departments and staff that interact with the customer from sales and marketing through to final fitting.
This position will drive more efficient and effective customer interactions and ultimately lead to sales through best in class customer service, Audiology, and professional relations. You will split your time between the Kitchener production facility, North York offices and domestic/international travel.
Define, plan, and execute organizational goals and objectives involved in the customer interaction from order entry to final fitting
Support & provide direction to Audiology Support, Training and Client Services across all brands to ensure success in key areas such as employee training and Hearing Care Professional support
Define customer expectations, develop, and deploy strategies to meet these expectations & create metrics to ensure they are successful including:
Identifying efficiencies and opportunities to improve overall performance
Managing any issues to resolution through cross-team collaboration
Report metrics to senior leadership, in a meaningful way, on a regular basis
Validate that the end user experience aligns with the corporate purpose, mission, & values
Lead a team of managers whose responsibilities include resource optimization, continuous process improvement, and driving their individual team skills development
PRODUCT COORDINATION AND PROJECT MANAGEMENT:
Provide leadership for the overall professional services of the business
Evaluate processes and procedures, and develop strategies and implementation plans to improve and standardize all aspects of service delivery
Oversee the Project Management team responsible for product launch readiness of all brands in conjunction with the Brand Managers
Ensure all aspect of non-sales functions of product launch activities have been fulfilled by the collaborating teams – accountability for ensuring seamless coordination by being aware of the deliverables for all cross-function partners
PUBLIC RELATIONS, END-USER EXPERIENCE AND OTHER DUTIES:
Support the development and implementation of communication and media strategies or academic messages which deliver key messages and information to the publi
Point of contact to liaise with media and handle requests for interviews, statements, and press releases
Work with all brands to manage their technical and professional image on Social Media and other professional resource websites
Responsible for the performance development plan of direct reports
Responsible for a substantial financial budget and will drive to ensure budget requirements are maintained
Other managerial duties as determined by the President
Minimum 5 years’ experience in a Senior Management role
- Strong analytical skills
- Strong writing skills
- Organization skills
- Meticulous attention to detail
- Ability to work independently and prioritize
- Ability to take direction and absorb information quickly
- Strong team player with excellent work ethic.
Passion, Commitment, Initiative, Personal Organization, Results Driven, Discipline & Urgency