Purpose Provide oversight / direction / coordination for the development and delivery on customer segment plans and initiatives across functional departments and product lines. Ensures that customer segment plans align with SMUD’s Customer Experience Strategy, and drive customer experience improvements in increase in Value for What You Pay (VFP).
This recruitment will fill one permanent position in Advanced Energy Solutions, and will create an eligibility list that may be used for future openings. This position will primarily oversee Commercial Customers-3rd Party and Contractor Products, including Energy Efficiency, Electric Vehicles, Demand Response and Storage. Major Duties & Responsibilities
Directs the work of subordinates in a functional unit and maintains staffing levels and work quality in order to meet defined objectives and assigned unit responsibility by interpreting and executing SMUD policies and procedures that affect subordinate units; recommending modifications to operating policies; overseeing and evaluating work of employees who exercise independence in their assignments; hiring, firing, training, coaching, mentoring and developing subordinates; advising units on tasks and operations as required to solve complex problems; ensuring staff safety and prevention of personal injury and equipment loss; and acting to ensure operational schedules and budgets are met.
Leads assessment of assigned customer/market segment. Refine customer segmentation plans, identify and validate customer preferences, consolidate the marketing research objectives and requests for this market segment.
Identify and recommend products, services and tactics intended to meet customer segment needs. Collaborate with a cross-functional team of individuals to identify, improve and/or develop product/technology/service solutions for the segments. Bundle/package SMUD services and products to increase value to customers based on the identified / validated customer wants/needs/preferences for the customer segments.
Identify delivery channels based on customer preferences and collaborate with Corporate Communications on promotions and customer communications related products/services for customer segments.
Develop and implement segment plans for assigned customer segment. Understand and communicate segment needs and challenges to relevant SMUD groups, such as executives, Customer Care, Revenue Operations, Energy Delivery, Pricing, Regulatory Renewable Energy, Corporate Communications, and Account Management. Prioritize products, services and projects to emphasize alignment with assigned customer segment plans.
Identify and promote synergies across the organization in the areas of Market Research, Customer Care, Revenue Operations, IT, product selection, Pricing, products & services bundling, delivery channels; and marketing and communications. Provide input and consultation to CMCR to develop, test, and implement customer segment marketing plans, promotions and strategies to meet customer segment and corporate objectives.
Oversees the ongoing assessment of customer segments, strategies, products, and services to be sure that resources are focused in areas likely to drive the most customer value and improve VFP and/or revenue when applicable. Regularly provides segment forecasts, considering latest trends and environmental influences on goals and strategies, to ensure that efforts to meet goals are as effective and efficient as possible.
Performs related duties as required.
Minimum Qualifications Experience: Five (5+) or more years of progressively responsible relevant work experience in sales/marketing or in specialty area such as customer segmentation, product development, product management, pricing, research, or finance.
Education: High School diploma or equivalency.
Knowledge of: Customer segmentation and how to develop segmentation plans based on segmentation data; primary market research; customer services practices and approaches; operation and management principles; SMUD policies, procedures, applicable MOUs and other special agreements; concepts related to evaluating and recording performance results; methods and techniques for planning, organizing and overseeing work activities; methods and techniques for training staff; practices for delegating, assigning and reviewing work assignments; techniques and concepts related to teamwork; techniques for exercising leadership and authority; methods and techniques for report preparation and writing; techniques and practices for negotiating; techniques and strategies for public speaking; techniques related to customer relations; principles and practices for contract management; concepts and principles related to change management; concepts and principles related to implementing problem solutions; principles and practices of economic analyses of products and services; principles and practices of various analytical approaches; scientific methods and approaches to problem-solving; techniques and practices for cost benefit analyses; complex computer systems and resources, electronic records, database administration SMUD policies and procedures related to energy conservation and management; procedures for metering and monitoring equipment; practices and procedures for utility metering, billing and financing; techniques for sales and marketing. Safety policies, practices and procedures; standard operating procedures for modern office equipment including a computer and applicable software; English grammar, punctuation and vocabulary standards.
Skill to: Understand basis for underlying costs and profitability by service option and customer segments; understand business and systems interfaces among products, services, marketing and communications, delivery channels, pricing, and revenue; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships internally/externally; identify and assess training needs for staff; interact with others to influence and motivate; interpret SMUD policies, procedures, applicable MOUs and/or other special agreements; provide on-the-job training; compile and prepare technical, statistical and/or analytical reports and presentations; develop and conduct oral presentations to internal/external audiences; explain complex and/or controversial policies, regulations, procedures and/or activities internally/externally; express ideas/facts clearly and concisely to individual or groups, taking into account the audience and nature of information; respond to and resolve customer issues, concerns and needs; evaluate and resolve complex technical or management issues; analyze complex issues and develop/implement resolution alternatives; apply applicable laws, codes and regulations; evaluate and resolve complex technical issues; gather data from appropriate sources and identify relevant factors; prepare a business case to weigh the relative costs and benefits of a potential action; weigh the relative costs and benefits of a potential action; read and interpret plans, diagrams and specifications; schedule and prioritize own work assignments to meet expected timeframes; serve as reference person for other employees; utilize advance computer systems and software relevant to the job. Desirable Qualifications BA/BS degree from an accredited college or university majoring in Business Administration, Marketing, Business Development or related field or equivalent experience. Master’s degree preferred.
Experience with the following:
Writing requests for proposals (RFP), evaluating responses, and managing contracts
Leading/supervising a team and directing and overseeing the work of others.
Delivery of customer offerings, such as energy efficiency, electric vehicle, demand response, storage, green pricing, fee-for-service, and billing & payment services.
Developing and executing implementation plans for customer offerings including establishing and managing budgets and metrics.
Applying expert knowledge in performing analyses on the industry, market conditions, competition, identifying threats, and opportunities, financial scenarios and making data-driven recommendations based on the above.
A strong understanding of business implication of decisions; strategic positioning, consumer behaviors, understanding of creating and maintaining a competitive advantage in an environment that is constantly changing.Strong communication skills both orally and in writing internal/external communications.