The Senior Manager, Partner Experience Programs leads and orchestrates several key programs under the BMG Brother Authorized Partner Program, ensuring programs run effectively and drive business growth & success. This role is responsible for partner engagement, clear program strategies with success metrics, and continuous platform updates to improve the user experience. Additionally, this role launches new programs and associated technology as required by the business. The Senior Manager manages... more details
Let's Grow Together
Our mission is to live our “at your side” promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it’s the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we’ll be “at your side” every step of the way.
The Senior Manager, Partner Experience Programs leads and orchestrates several key programs under the BMG Brother Authorized Partner Program, ensuring programs run effectively and drive business growth & success. This role is responsible for partner engagement, clear program strategies with success metrics, and continuous platform updates to improve the user experience. Additionally, this role launches new programs and associated technology as required by the business. The Senior Manager manages and maintains vendor relationships for Partner support programs.
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WHAT YOU’LL DO
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Partner Relationship Management (PRM)
- Create the objective, strategies, and tactics for each program that is supported under PRM
- Lead cross-functional and divisional teams to implement and launch a Partner Relationship Management software platform across multiple business units within the Business Machines Group (BMG).
- Maintain all aspects of PRM system and work cross-functionally to ensure cohesion across tools and programs.
- Maintain extensive collaboration and communication between all team/divisions, business stakeholders, and executive leadership to ensure alignment of business priorities.
- Drive partner success by launching a state of the art PRM tool that handles the needs of 5,000+ Authorized partners and Brother sales team members.
- Manage the overall performance and delivery of complex functional projects; including scope, schedule, risks and issues.
- Continuously analyze and update customer database to understand areas of opportunities and evolve the program as needed.
- Lead operations for the annual “Voice of the Partner Survey” to serve as a benchmark tool to measure progress and Partner Satisfaction; translate results into actionable items for improvement.
- Identify, build, and implement process to promote Partner adoption.
- Create communication campaigns and marketing initiatives to improve the platform adoption and engagement.
BAPP Loyalty Program Management
- Manage the loyalty program and budget to maintain a fluid offering to be in alignment with the business objectives and assigned budget.
- Lead cross-functional team to optimize Brother Authorized Partner Program (BAPP) Loyalty Program Partner, in order to drive behavior in alignment with our business objectives.
- Serve as a liaison with internal groups to provide ongoing customer feedback and resolve customer issues.
BAPP Lead Generation Program Management
- Drive the renewal of our BAPP partner program in collaboration with cross-functional teams, to strengthen our "at your side" promise with our strategic partners; segment the program benefits based on partner categories and brand commitment.
- Work with a cross-functional team that includes B2B Marketing & Sales to create/maintain a lead program for our Gold BAPP’s that will be executed through the PRM.
- Manage the overall performance and delivery of complex functional projects; including scope, schedule, risks and issues for the program.
- Serve as a liaison with internal groups to provide ongoing customer feedback and resolve customer issues.
Future Support Programs & Continuous Improvement
- Work cross-functionally to develop new programs of support for our Gold BAPP’s, such as a Market Development Fund (MDF) program to ensure Brother is providing “Best in Class” support to our partners
- Develop and execute the implementation of tools, processes, and best practices to enable the growth and continued improvement for all Partner Support Programs
- Execute, maintain, and manage customer intelligence reporting to various levels of management.
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ABOUT OUR IDEAL CANDIDATE
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Education
- Bachelor's Degree (or equivalent experience) in Business, Sales, Marketing, or related field preferred.
Experience
- Minimum 10 years a combination of relevant experience spanning the following areas:
- Experience in a Marketing role, working directly with vendors, customers, channel partners, and resellers to drive sales and growth the business.
- Experience working with partner relationship programs, loyalty programs, and/or lead generation programs.
- Experience with creating and driving communication campaigns.
- Experience with end user platform engagement.
- Experience with program creation & driving success metrics.
Other Skills, Knowledge, & Abilities
- Demonstrated ability to build collaborative relationships with cross-functional teams, channel partners, and vendors.
- Demonstrated ability to lead complex projects (project management skills).
- Excellent communication & presentation skills (verbal & written).
- Ability to diagnose customer issues & problem-solve for solutions.
- Excellent analytical skills.
- Ability to think creatively and strategically.
- Strong negotiation skills.
- Ability to translate insights into actionable items.
- Ability to create effective communication campaigns & programs.
- Ability to define and continuously improve upon key performance indicators & success metrics.
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ADDITIONAL DETAILS FOR THIS ROLE
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This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid
- The salary (or hiring) range for this position is $130,000 - $160,000 per year.
- Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data.
- This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives.
- Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2024/guidebook/
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WHAT WE OFFER OUR EMPLOYEES
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At Brother USA, we believe in investing in our employees and providing them with an environment that fosters growth, creativity, and a healthy work-life balance. Here are some of the benefits of working with us:
- Competitive Compensation: We offer a competitive salary and bonus program to reward your hard work and dedication
- Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan with company match
- Professional Development: We're committed to helping you grow in your career with opportunities for training and development
- Work-Life Balance: We support your well-being with flexible work arrangements and a focus on work-life balance
- Employee Engagement: Join a team that values your contributions and celebrates success together
Learn more about our benefits: https://careers.brother-usa.com/benefits
Learn more about life at Brother: https://careers.brother-usa.com/lifeatbrother
Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit [2]www.brother.com.
Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.
