Customer Engagement Manager - Channel

at  Johnson Controls

ABOUT US

Sensormatic Solutions is a global leader in integrated performance and security solutions for retailers, deployed in over 80% of the world’s leading retail stores. For over 50 years, our solutions have enhanced in-store operations and provided seamless, personalized shopping experiences, ensuring the safety of hundreds of millions of people. We connect and fill information gaps to offer retail companies a comprehensive view of inventory, customers, store staff, and the business environment, protecting assets and people throughout the customer journey.

WHAT YOU WILL DO

You will be responsible for coordinating, supporting, and expanding programs for major customers with bespoke requirements, while supporting the sales and operational teams to deliver excellent customer service. Your goal will be to meet customer Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), as well as sales targets. The primary function of this role is to ensure no revenue is left on the table with our most important ‘gold’ customers.
You will be a key member of our Channel customer ecosystem, working closely with the nominated Channel account managers and Channel account executives to ensure alignment with the broader customer strategy.

HOW YOU WILL DO IT

Your role will involve managing, deploying, and completing programs within agreed parameters:

• Manage relationships within the retailer, including category management, loss prevention/asset protection, and store operations.
• Conduct regular audits to assess program deployment success and identify opportunities for expansion.
• Collate, record, and report progress internally and externally.
• Work as a team member and communicate at all levels.
• Produce accurate and timely reports.
• Review monthly targets for inspection performance and response times.
• Interact with customer reporting interfaces.
• Improve customer service delivery.
• Interface with customer service desks.
• Attend customer performance meetings.
• Support Channel Account managers and sales management.
• Identify and investigate solutions to retail business challenges.
• Provide quick turnaround support for business-as-usual (BAU) customer requirements, resulting in timely quotations and order processing.