Manager ProServices - Retail Operations

Do your Best Work in Mooresville

This position is based at our headquarters in Mooresville, North Carolina. Our corporate office is a space where you can collaborate and do your best work. Take a walk, grab a bite (or a cup of coffee), work out or get a check-up - we invest in you so you can find your inspiration.

Your Impact

The primary purpose of this role is to manage the customer service systems, and to lead the system strategy to ensures that field and store service teams have the tools they need to effectively capitalize on sales opportunities. These responsibilities include managing intake requests for system enhancements and leading the forward-thinking strategy for CRM systems and road map delivery. This role ensures the effective delivery of the sales strategy for Lowe's pro-services.

What you will do

• Leads strategy and design of system enhancements to ensure pro-service sales operational needs are met
• Manages cross-functional teams in the effective implementation of roadmaps for CRM system enhancements
• Collaborates with IT and Finance to forecast the project budget needed to complete system enhancements
• Communicates with cross functional teams to ensure the fast and accurate delivery of integral sales data reports
• Serves as a subject matter expert for Pro-CRM system and pro-customer data needs on large enterprise initiatives
• Leads cross functional teams on defect resolution initiatives to ensure the operational effectiveness of CRM systems
• Collaborates with Stores and Field Sales Leadership to get system feedback and synthesize feedback into actionable plans to provide an optimal selling support solution
• Facilitates communication throughout all steps between a variety of internal stakeholders and vendor partners, ensuring that system functionality satisfy internal customers' needs and are highly adopted

• Bachelor's degree in MIS, Economics or related field or equivalent experience
• 3 year's experience in a large sales organization experiencing managing CRM systems
• Demonstrated experience in gathering and transforming customer needs into an actionable product vision and requirements definition
• Strong user experience/design sense, with a record of building great products

• Experience in Omni-channel retailing or b to b sales
• Experience in designing, developing, and building collaborative or social web technologies, either in the consumer or enterprise space
• Experience presenting to executive leadership and handling sensitive customer escalations