VP of Sales Operations & Customer Experience - Reddy Ice : Job Details

VP of Sales Operations & Customer Experience

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VP of Sales Operations & Customer Experience

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The Vice President of Sales Operations & Customer Experience is a key leadership role responsible for driving business value by integrating strategic sales leadership with operational excellence and customer-centric initiatives. This role oversees and optimizes the performance of the inside sales team, customer service team, marketing team, and client success advisors, while also leading the development and execution of national and regional sales strategies.

With a strong focus on sales operations, CRM optimization, analytics, and continuous process improvement, this role ensures alignment between sales goals, operational capabilities, and customer expectations. The VP is accountable for enhancing sales productivity, improving customer satisfaction and retention, and delivering long-term profitable growth. This leader demonstrates a continuous improvement in mindset, leverages Lean methodologies, and fosters a culture of collaboration, accountability, and customer-first thinking across the organization.

Demonstrates our “True North” attributes: voice of the customer, respect for the individual, no nonsense communication and utilization of facts, servant leadership and has a continuous improvement mindset in every facet of leadership and daily interaction. Leads, collaborates and demonstrates the lean principles and utilizes the lean methodologies and tools to facilitate continuous process improvements and value creation for our customers, employees and shareholders. Actively utilizes lean tools (VSM, Kaizen, A3, etc.) to inform and assess business opportunities to drive continuous improvement. Lead and participate in Kaizen and value stream mapping activities.

DUTIES & RESPONSIBILITIES

Leadership and Management

• Lead, mentor, and develop the inside sales team, customer service team, and client success advisors to achieve high performance and professional growth.
• Foster a customer-centric culture across all teams, ensuring exceptional service delivery and customer satisfaction.
• Create and implement plans to retain top talent and achieve performance targets through effective resourcing, training, and development programs.
• Collaborate cross-functionally with HR, Finance, Accounting, Legal and Operations to align team goals with broader business objectives.

Sales Strategy, Marketing & Operations

• Develop and execute comprehensive sales strategies aligned with corporate objectives to drive revenue growth and achieve sales targets.
• Oversee sales operations including pipeline management, forecasting, quota setting, account maintenance, contract management, and performance analysis.
• Implement and optimize CRM systems to enhance sales efficiency, compliance, compensation and sales effectiveness.
• Develop tools and resources, including AI-enabled solutions, to support sales teams with insights and data analytics.
• Manage the sales process end-to-end, ensuring adherence to compliance standards and operational excellence.
• Manage in-bound and out-bound call programs – develop robust inside sales team and process
• Drive Marketing and E-commerce teams to evaluate effectiveness and achieve planned ROI on campaigns and digital initiatives.
• Develops the annual marketing plan and the strategies, tactics and resources necessary to achieve growth goals
• Oversee the development of test marketing campaigns, with tracking and metrics to determine where to best apply marketing spend for optimal ROI
• Partners with the Commercial leadership to develop sales tools and collateral to drive sales enablement, understand, and improve the customer/buyer/seller journeys.
• Partner with revenue management, commercial leadership, and FP&A to ensure effective pricing strategies and ROIC targets are met.

Customer Experience and Service

• Design and implement customer experience strategies to enhance satisfaction, loyalty, and retention.
• Monitor and analyze customer feedback (e.g., NPS) to identify areas for improvement and implement corrective actions.
• Ensure the customer service team delivers timely, effective, and best-in-class support to resolve customer issues.
• Standardize service delivery through SLAs, SOPs, and continuous improvement initiatives.
• Develop KPI's, SLA's, metrics and manage against aggressive goals and objectives and overall Reddy Ice customer care performance.

Client Success

• Develop and manage client success programs to ensure customers achieve their desired outcomes and maximize the value and design of Reddy Ice products/services.
• Build and maintain strong relationships with key clients, acting as a trusted advisor to address their needs and concerns as required.
• Collaborate with Legal and Sales teams to ensure client agreement standardization, process management, and service delivery are aligned with expectations and commercial terms.

Analytics and Continuous Improvement

• Utilize data analytics to gain insights into customer behavior, sales performance, and operational efficiency.
• Identify and implement process improvements using Lean methodologies (e.g., VSM, Kaizen, A3) to streamline operations and enhance productivity.
• Develop and track key performance indicators (KPIs) to measure success and drive continuous improvement across all functions.
• Appropriately manage the department's budgets, including the use of overtime, to ensure maximum effectiveness of the team
• Analyze technology and/or tools to support business needs (telephones, CRM, AI, etc.) and ensure usage to deliver quality customer service
• Conduct periodic business reviews with key stakeholders and organizational leadership

Make and assume other duties and responsibilities required or assigned by management. Adhering to the Code of Business Ethics is essential. We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards. Maintain high safety standards. Safety is personal for us all.

CONTACTS

Internal: CCO, CEO, COO, CFO\, Non-Traditional, RVP' s, Market Managers, Plant Managers, IT

External: Customer leadership roles such as Chief Merchandiser/Buyer, CMO, Director Grocery, Category Manager, Buyer, Purchasing/Sourcing, VP Merchandising, Distribution, Regional and Store Operations

EDUCATION & EXPERIENCE

• Bachelor's degree in Business Administration, Marketing, or a related field; MBA preferred.
• Proven experience in a senior leadership role within customer experience, sales operations, or a related field.
• Strong knowledge of CRM systems, AI tools, sales analytics, and process optimization.
• Excellent leadership, communication, and interpersonal skills.
• Ability to think strategically and execute tactically.
• Strong analytical and problem-solving abilities.

SUPERVISORY RESPONSIBILITY

Direct oversight of customer care, inside sales, client successes advisors, marketing, and sales operations teams.

Cross-functional leadership across Sales, Marketing, Customer Care, Operations, and Finance.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

• Up to 25% travel required, including customer site visits and team leadership engagements.
• Fast-paced, dynamic environment requiring strong stress management and decision-making skills.

Seniority level

• Seniority levelExecutive

Employment type

• Employment typeFull-time

Job function

• Job functionStrategy/Planning, Sales, and Customer Service
• IndustriesManufacturing, Consumer Services, and Warehousing and Storage

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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