Manage all aspects of catalog and content teams, including: driving excellence in database management practices and research methods, managing catalog and content customer project delivery, creating a vision and leading the consumer support center (including call center, web-support, and social media support), and developing industry expertise and mentoring staff. Become an expert on customer requirements, trends, and develop initiatives for continuous improvement on customer content delivery projects. Plan and lead consumer service call center activity, including leading customer experience metrics and Voice of the Customer reporting.
Manage catalog team, including day-to-day direction, performance management, development and execution of strategic initiatives.
Maintain key industry and customer relationships to learn industry requirements and develop customer support plans that meet or exceed customer requirements for catalog services, technologies, data and publication delivery.
Oversee maintenance of complete application and cross reference database.
Directs catalog team activity to ensure delivery of complete and correct customer publications, electronic data, brand publications, and all forms of catalog publications. Ensure on-time delivery of scheduled publication outputs.
Manage catalog AOP/budget adherence.
Provide strategic direction for catalog call center team and all related support requirements, including staffing issues, performance management, technology strategic leadership, and customer experience management.
Develop customer experience metrics, collect, summarize, and provide voice of the customer data to the organizations.
Manage catalog vendor provided services, including schedule and budgetary compliance, and vendor service levels
Lead team to provide efficient, timely support to sales organizations with cross-reference reports, vehicle population analysis, and new model opportunities.
Drive customer data needs and specifications into the overall department process to create the best brand content possible
Monitor and assess our competitive marketplace position as it relates to content, brand identity, and competitive leadership in our market segments.
Performs other duties, as needed.
Bachelor’s degree in Business, Marketing, or related
5 years’ experience in an Automotive Aftermarket Branded company
Working knowledge of ACES, PIES, and other related industry content initiatives
Fram Group is among North America's largest and most diversified companies servicing the vehicle replacement parts market. We supply a broad range of automotive products under well-known industry brands, including: Autolite® spark plugs; FRAM® filters.
Our customer base includes leading aftermarket and retail companies as well as a diverse group of original equipment manufacturers in the automot...ive, trucking and various industrial vehicle markets. We operate through a global network of manufacturing facilities, distribution centers and offices located throughout the United States, Canada, Mexico, Europe and China.