PRO Contractor Customer Manager

Our Expectations The incumbent acts as an ambassador for contractor customers. Responsible for business development and customer retention, he or she works closely with the outside sales team to identify new business opportunities and develop new partnerships through a proactive prospecting approach.

Committed to delivering an exceptional customer experience, the Manager ensures customer needs are met while maintaining a high standard of service. The Manager also plays a key role in engaging, developing, and supporting team members through coaching, training, and guidance to promote performance and achievement of both individual and organizational objectives.

The Role

- Develop and maintain solid business relationships with contractor customers by providing personalized consulting services and an exceptional customer experience.
- Identify customer needs and propose tailored solutions to support customer retention and sales growth.
- Collaborate closely with the outside sales team to expand the contractor customer base and seize new business opportunities.
- Analyze sales results and key performance indicators (KPIs) of the PRO department to guide strategies and optimize departmental performance.
- Ensure the implementation of corporate merchandising standards within the department, evaluate their effectiveness,



and implement necessary corrective actions.
- Stay informed about current market trends and competitors.
- Oversee the replenishment process for department products to ensure efficient inventory management.
- Engage, coach, and develop team members by providing feedback, support, and guidance in achieving their objectives.
- Ensure compliance with PRO call objectives as well as all PRO service processes and directives.
- Monitor departmental objectives using performance indicators and implement the necessary actions to achieve expected results.
- Support the team in developing behaviors and practices that foster a best-in-class customer experience.
- Actively participate in the onboarding, training, and development of department associates.

Requirements

- Relevant experience in customer relationship management and the development of long-term partnerships.
- Excellent communication, leadership, and analytical skills, with the ability to positively influence stakeholders.
- Demonstrated ability to engage, motivate, and coach a team toward achieving objectives.
- Strong organizational and planning skills, with the ability to delegate effectively.
- Knowledge of products or the industry sector is considered an asset.

📌 PRO contractor customer manager (Saint-Hyacinthe)
🏢 Rona
📍 Saint-Hyacinthe