Customer Experience Director - Agriculture Group - Banjo Liquid Handling Products : Job Details

Customer Experience Director - Agriculture Group

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Customer Experience Director - Agriculture Group

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If you're looking for a special place to build or grow your career, you've found it. Whether you're an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.The Company:Located in Crawfordsville, Indiana, Banjo Corporation is a leading manufacturer of Liquid Handling Products that service Agriculture and Industrial Applications. Specializing in injected molded, glass-reinforced polypropylene products, Banjo prides itself on innovative design, skillful engineering, precise manufacturing, and finding the solution that works best for your liquid handling needs. Banjo Liquid Handling Products marketed and sold all over the world: Valves, Electric Valves, Manifold Systems, Dry-Disconnects, IBC/Tank Accessories, Cam Lever Couplings, Pipe Fittings, Line Strainers, and Pumps.KZValve, located in Greenwood, Nebraska was acquired by IDEX in 2021, bringing innovative valve actuation solutions to the Agriculture portfolio. Founded in 1976, two brothers created a business founded on single product, Hydra-Halt. The economical, automated valve used in fertilizer application was the result of the owner experiencing an ammonia spill while side dressing his corn field. Over the next forty years, KZValve built a broad product portfolio of automated valves with safety and modernization being paramount.Banjo Corporation and KZValve are a Unit of IDEX Corporation. IDEX (NYSE: IEX) is a company that has undoubtedly touched your life in some way. In fact, we make thousands of products that are mission critical components in everyday activities. If you or a family member is battling cancer or another life-threatening disease, your doctor may have tested your DNA in a quest to find the best targeted medicine for you. It's likely your DNA test was run on equipment that contains components made by our IDEX Health & Science team. You can enjoy fresh fruits and vegetables thanks in part to Banjo & KZValve, an IDEX company. Banjo and KZValve are used on the agriculture sprayers that apply fertilizer on crops. And if you were ever in a car accident, the Hurst Jaws of Life/LUKAS tool may have rescued you.Founded in 1988 with three small, entrepreneurial manufacturing companies, generating a mere $209M in revenue, we are proud to say that we now call 50 diverse businesses around the world part of the IDEX family. With more than 8,800 employees and manufacturing operations in more than 20 countries, IDEX is a high-performing, global $3.2+ billion company committed to making trusted solutions that improve lives. For more information, visit www.idexcorp.com.The Role:The Customer Experience Director is a highly dynamic position and critical in developing and implementing a vision for leading a best-in-class customer experience through digital enablement. This role requires strong collaboration at all levels and leadership with various teams across multiple locations to drive efficient and successful results.This position reports directly to the Vice President North America Sales & Marketing -Agriculture and can be located remotely in the USA or in the Crawfordsville, IN or Greenwood, NE locations. If remote, estimated travel will be 50%, primarily to the business units, however, 25-30% travel if located at one of the business sites.The Responsibilities:The role of Customer Experience Directors is critical in establishing a vision for creating an efficient customer experience throughout the business processes, while acquiring and engaging new customers and creating loyalty with existing. The position will pioneer the digital buying experience and challenge the organization's traditional methods by transforming our use of digital tools and analytics. With responsibilities over the marketing and services teams, enabled by a newly created digital team, this role has the core functions to drive the ultimate experience and competitive advantage for our Agriculture Group.

• Owns organization's digital transformation strategy and implementation
• Provides vision for organization's digital platforms and tools, including Distribution Portals, company websites, mobile apps, CRM, social media, eLearning/LMS, and eCommerce platforms, while taking ownership of the customer experience associated with these tools
• Develops talent and challenges status quo through leadership of digital development, marketing, and customer-facing teams (customer service, technical support, inside sales)
• Creates customer experience strategy and collaborates with associated teams to develop projects and optimization methods to ensure success
• Designs and executes strategic marketing plans while driving customer obsession throughout the organization, including digital marketing campaigns, lead management, and implementation of eCommerce strategy
• Investigates emerging marketing trends and new digital technologies/solutions and determines fit with company strategy to meet business objectives
• Constructs digital tools and strategic marketing plans in support of key growth initiatives by collaborating with company resources, IDEX corporate resources, and outside service companies
• Supports innovation and new business development department to commercialize and launch new products or services
• Collaborates with business leadership, sales, finance, operations, engineering, HR and IT departments to determine the direction of the company and develop successful strategies to attract and retain customers
• Establishes and maintains a consistent brand image that attracts customers to products and services
• Analyzes digital activity and data, while leveraging feedback from customer-facing teams to develop insights for improvements in the customer journey
• Oversees comprehensive inbound marketing plan, including SEO, social media, and lead generation strategies that increase web traffic and digital leads
• Accountable for lead management systems and workflow that provides optimal results in terms of speed and quality
• Models servant leadership and drives high levels of employee engagement, performance and accountability through diverse teams
• Identifies and develops talent to ensure the right skills, capability and organizational structure are in place
• Drives continuous improvement culture across customer experience
• Utilizes 80/20 to reduce complexity across the business, simplify product lines and processes, drive segmentation and more closely align with customers
• Researches competitors to stay current with similar products and services on the market

The Expectations for Success:Success will be measured by achieving financial and operational metrics to include, but not limited by:

• Net Promoter Score
• Average Response/Resolution Times
• Conversion Rate
• Marketing Campaign Effectiveness- New Lead (ROI)

Ownership of the following organizational processes and databases are the responsibility of this role:

• All digital platforms and associated analytics and dashboards to support the customer experience (ie MSDynamics, Salsify, Hubspot, 6Sense, SAP, etc)
• Website
• Digital Marketing Assets
• Commercial operations from lead to loyalty in the Order To Cash Process

The Requirements: Knowledge, Skills, and Capabilities

• Bachelor's degree in related field or equivalent experience. MBA preferred.
• 10+ years leading a large sales operations organization, across multiple locations to include functional teams such as marketing, customer service and technical support
• 5+ years developing and leading effective marketing plans and product launches
• 5+ years project managing large software rollouts
• Has successfully implemented ecommerce and digital marketing platforms
• Experience using and administrating CRM systems
• Knowledge of JDE, SAGE, SAP highly desired
• Deep understanding of business and data flows of an organization; capable of mapping and document procedures from Lead to Loyalty process
• Strong influencer: capable of create compelling cases based on intel and data
• Communication & Training: Understands the learning process to ensure high adoption and understanding
• Periscopes from vision to execution: capable of having a larger plan with clear end state goals and breaking it down to well defined, measurable actions; challenges status quo thinking
• Highly analytical: understands data and trends to deliver business and strategy insights
• Commercial acumen: understands the buying behaviors and channels to access and how best to serve each
• Brand knowledge: possesses understanding of Banjo/KZValve customers, channels, competitors, and products
• Curious/Thirst for knowledge: constantly educating self in new platforms and best-in-class methodologies.
• Networker: work across our organizations and support other IDEX BU's
• Continuous improvement mindset: seeks efficiency in processes and acts on change
• Results driven: high personal accountability and manages expectations with team

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?IDEX is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [email protected] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

Seniority level

• Seniority levelDirector

Employment type

• Employment typeFull-time

Job function

• IndustriesMachinery Manufacturing

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