Director, Member Services

The Member Services Director position displays a high degree of professionalism in representing AWG as the Division’s sales team leader to our membership. This position plays a major role with the membership on development and implementation of programs that drive same store sales and identifying new sales opportunities/new members to attain maximum profitability.

Position is responsible for leading, directing and coordinating all member services and advertising functions for the benefit of member stores including new member recruitment, retail and business development, retail store merchandising, retail sales growth initiatives, purchase concentration initiatives, and member profitability counseling. The scope of responsibility includes: recommending and implementing local operating polices; hiring, leading, motivating, supervising, appraising and disciplining as necessary a highly motivated and skilled member services team;

coordinating, reviewing, and periodically evaluating and / or improving local member service offerings; leading new business recruitment efforts through Retail Development Managers and Division team; and work in conjunction with Group Sales Managers, Real Estate, and Engineering teams to motivate and assist existing members in pursuing profitable expansion, growth and development activities.

• Develop and implement Member Services Department policies and procedures to ensure high quality service to members.
• Resolve member problems or complaints regarding services provided in the most professional manner.
• Prepare and monitor annual expense and sales budgets to assure compliance, reporting all variances and plans of action to the Senior Vice President/General Manager and/or Vice President of Merchandising.
• Lead the Retail Development Managers and Group Sales Managers in the ongoing process of identification, contacting and convincing prospective retailers to become AWG members.
• Maintain a positive balance in the sum of ad group accounts.
• Select, assign, train, evaluate and appraise immediate subordinates to become and continue to be highly qualified to counsel with members on all areas of operations and in successfully implementing all AWG offerings.
• Direct the assignment and scheduling of calls on member stores to improve store operations and purchase concentration through sales team members.
• Develop and conduct strategic improvement plans, business analysis, member P&L reviews, with management team and members to identify new opportunities to help the member grow and compete in their marketplace.
• Identify and develop new members and expand service utilization among existing members.
• Set pricing strategies for all pricing zones maintained by Corporate Pricing and direct suggested retail product pricing.
• Manage and direct Advertising services.
• Recommend expansion and reduction of product lines to Buying Department managers.
• Work collaboratively with Corporate Staff in the development of new locations and market analysis.
• Work with members and Corporate Staff regarding member financial status and loans.
• Serve as primary member advocate at Division level.
• Work as a member of the AWG sales team so the total job responsibilities are met. Actions must always stress a sense of cooperation, integrity, tact and consideration with our members, associates and division management.
• This position requires strong communication and computer skills with the ability to use and learn new technology. The Flawless Execution method will be utilized in all planning and communication.
  
  Management will be kept informed on planning, analysis, work performed and results. All records required by management must be complete, accurate and submitted on…