Staples Director, Customer Segment - Large Business in Framingham, Massachusetts


Position Summary:

The Director, Customer Segment – Large Business partners with sales, marketing, and merchandising to attain the financial business objectives for specific customer segments including the development of segment marketing plan including target definition, desired behavior(s), key levers to motivate behaviors with clearly defined marketing programs to include the contact strategy.

Key Job Responsibilities:

  • Set marketing’s key performance indicators and growth strategies for each customer segment align to financial business objectives focused on; customer growth, renewal/loyalty, churn/lapse/at risk accounts, and ROI/Margin contribution

  • Define and oversee the execution of the annual segment marketing plans partnering with the teams who develop and execute the media strategy and channel management, and the customer relationship marketing programs focused on personalization, loyalty/payments and customer analytics.

  • Partnering with customer analytics and customer insights, identify, synthesize and share customer insights on the sales segment to drive results.?

  • Lead effective program development and implementation.?

  • Working with customer insights, prepare competitive analysis and “win” strategies.?

  • Develop and implement relationship programs that drive leads and revenue growth.

  • Develop and implement promotional programs for the customer segment.

  • Manage a team including performance management, coaching and development to build bench strength and succession.


Education/Experience Required:

  • Bachelor’s Degree ?

  • 10 years leadership experience

  • 6 years P&L and ROI experience

  • 15 years of Marketing experience within a B2B environment developing segment plans and/or product solutions with corresponding collateral and sales support materials to include customer relationship marketing strategy and program execution within a test/learn framework

Professional Knowledge/Experience:

  • Customer relationship marketing strategy and program execution within a test/learn framework

  • Experience with customer insights via Marketing research, direct and digital marketing, collateral, sales support, product marketing, relationship marketing programs, industry analyst/influencer relationships.

  • Demonstrated ability to influence and negotiate with sales and merchandising functions

  • Proven experience with building and maintaining collaborative relationships cross- functionally particularly with sales. ?

  • Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders including executive leadership. ?

  • Strong financial, analytical and strategic planning skills

  • History of balancing multiple priorities simultaneously with the ability to adapt to the ?changing needs of the business while meeting deadlines. ?

  • Demonstrated leadership skills including coaching and mentoring others

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.