**Area Manager, Customer Experience** **Description** **Mosaic** is the leading North American integrated marketing and sales agency, specializing sales, training, experiential, and digital & virtual solutions. At Mosaic, we are never satisfied with the status quo and are in constant search for new ideas and new ways to help our clients build their brands amidst the evolving dynamic of empowered consumers, leveraging new technologies and approaches. Together as a team we deliver for those results to our clients every day. Mosaic is not about standing out from the crowd - we lead it! **Purpose:** The **Area Manager, Customer Experience** will execute the commercial plan in launching smoke-free products in the assigned geographic area, ensuring product performance by delivering best-in-class consumer experience through a team of Territory Managers, Customer Experience looking to convert legal age smokers and nicotine users to smoke-free products (including heat-not-burn) that while not risk-free, are a much better choice than continuing to smoke. The Area Manager, Customer Experience will plan and coordinate face-to-face activities for legal age smokers and nicotine users based on geo specifics, in line with brand engagement strategy and business priorities. As an Area Manager, Customer Experience, you will manage a team of Territory Managers, Customer Experience responsible for creating awareness and understanding of the smoke-free alternatives amongst their legal age smokers and nicotine users network by activating through programs designed to convert legal age smokers and nicotine users to smoke-free alternatives. Additionally, the Area Manager, Customer Experience will also ensure compliance with business KPIs through effective management of resources and will act as a liaison with the regional team ensuring that market knowledge and feedback is collected, reported and shared. **What you'll do:** Partner closely with the recruitment team to hire Territory Manager, Customer Experience team; Sourcing, interviewing and hiring candidates meeting the required skills and competencies Provide one-on-one coaching and timely, accurate feedback to team members through training and other touch points helping team reach individual and team objectives & KPIs Foster strong relationships with team to strive for and establish a cohesive ‘One Team. One Goal’ working environment Be an expert of your territory to identify, develop and implement sales/acquisition strategies and evaluate the needs of your territory and adapt as necessary Deep understanding of key trends with legal age smokers and nicotine users and adjust execution plan according to these trends as well as educating team on these changes **Qualifications** **Who you are:** 3 years experience as a people manager with strong stakeholder & consumer relationships 5 years experience in customer service, field sales, or retail Strong prioritization skills with the ability to handle multiple competing deliverables Designing & implementing sales strategies Quick learner with experience handling a complex product portfolio and technical know-how/troubleshooting Strong project management skills Experience working in B2C environments collecting and reporting consumer feedback including but not limited to escalations and responding in a timely manner with accurate information Networking/community integration experience Bilingual in Spanish preferred but not required Licensed driver with good driving record Bachelor’s degree preferred **Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following: ** Medical, Dental, Vision, and Telehealth Basic Life Insurance and AD&D Voluntary Life Insurance Short Term and Long Term Disability Flexible Spending Account Health Reimbursement Account 401(k) match Legal Insurance Employee Assistance Program Employee Discount Program Tuition Assistance Plan Paid Time Off and Company Paid Holidays **Follow us on the following:** **Facebook** (click here) **Instagram ** (click here) **LinkedIn ** (click here) **Mosaic North America is an Equal Opportunity Employer** DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business. To Apply: please send resumes to: USRecruiting@mosaic.com _By submitting your application, you agree with and accept the Acosta Privacy Statement and Terms of Conditions._ US: http://acosta.jobs/privacy-policy-us/ Canada: http://acosta.jobs/privacy-policy-ca/ **Acosta utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work. Employer Resources (e-verify.gov)** \#Mosaic **Job** Management **Primary Location** US-TN-Nashville **Shift** Day Job **Job Posting** Feb 15, 2024, 9:55:57 AM **Schedule** Full-time **Job Type** Standard **Job Number:** PMxCEAMNSHTN24 #field