Visual Comfort & Co.

Summary

The Director of Product is chiefly responsible for overseeing the entire product management process, from conception to launch, while ensuring the successful execution of our product strategy. This is an opportunity to join a renowned company known for its exceptional lighting and home décor products.

Essential Functions and Responsibilities

· Develop and execute the product management strategy in alignment with the company’s overall goals and objectives.

· Lead a team of product managers, designers, and engineers to deliver innovative and high-quality products that meet customer needs and expectations.

· Collaborate closely with cross-functional teams, including marketing, sales, and operations, to ensure the successful launch and commercialization of new products.

· Conduct market research and analysis to identify market trends, customer preferences, and competitive landscape to inform product development decisions.

· Define product roadmaps and prioritize features based on customer feedback, market demands, and business priorities.

· Drive the product development process, including defining product requirements, creating prototypes, conducting user testing, and overseeing product launches.

· Monitor and analyze product performance, sales data, and customer feedback to identify areas for improvement and make data-driven decisions.

· Stay updated on industry trends, emerging technologies, and competitive landscape to identify opportunities for innovation and growth.

Qualifications

· Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field. MBA is preferred.

· Proven experience (minimum 8 years) in product management, preferably in the consumer goods or home décor industry.

· Strong leadership skills with the ability to inspire and motivate cross-functional teams.

· Exceptional strategic thinking and problem-solving abilities.

· Demonstrated experience in successfully developing and launching new products.

· Excellent project management skills, including the ability to manage multiple projects simultaneously and meet deadlines.

· Strong analytical and data-driven mindset, with the ability to interpret complex data and translate it into actionable insights.

· Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at various levels.

· Passion for design, aesthetics, and staying abreast of the latest trends in the home décor industry.

· Ability to travel domestically and internationally as required.

Work Environment and Physical Demands

The Director of Product operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 10 pounds. The noise level in the work environment is generally moderate. While performing the duties of this job, the employee is not exposed to weather conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Position Type/ Work Schedule

This is a full-time position; typical days and hours of work are Monday through Friday, 8:00am to 5:00pm. Occasional overtime may be required outside of typical days and hours of work.

Travel requirements do exist for this position.

There are supervisory responsibilities associated with this role.

Equal Employment Opportunity

Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status

Visual Comfort & Co.

Summary

The Customer Experience Manager (CEM) is chiefly responsible for the tactical leadership of a customer contact center team. This CEM is responsible for ensuring high levels of quality service including the achievement of all assigned sales and service level goals. The CEM must resolve complex and escalated issues that arise from customer service, sales representatives, and executive staff. The CEM will be responsible for the performance and development of a team of Customer Service Representatives (CSR) and other direct reports. The CEM leads by encouraging direct reports to achieve goals, equips through coaching and training, and empowers direct reports to think outside the box to do what is necessary to provide a world-class customer experience. The CEM should be highly analytical and have an advanced knowledge of data gathering, analysis, and reporting. This candidate must be comfortable in a high growth and high-change environment.

Essential Functions and Responsibilities

· Ensuring resolution of customers’ long standing or complex problems

· Leading and motivating team to meet goals and provide a world-class customer experience

· Maintaining and evaluating performance, production, attendance, reviews and appraisals of staff

· Keeping abreast of developments and advancements in customer experience field by reading pertinent journals, attending meetings and courses

· Providing operational reports, scorecards, and dashboards

· Participating in or leading operational reviews

· Accomplishing all tasks assigned or requested

Qualifications

· Bachelor’s degree in Consumer studies, Business studies or Management studies related field

· Minimum 5+ years in customer service management-related activities in multi-channel contact center environment

· Proven results in operational and customer satisfaction excellence

· Experience with workforce management

· Exceptional motivational, listening and problem solving skills

· Experience with process improvement (such as Lean or Six Sigma) and project management preferred

· Proficiency with contact center technologies such as telephone, chat, knowledge base, CRM, database, and MS Office with advanced knowledge of MS Excel

· Excellent administrative proficiency and customer relations skills

· Ability to prioritize and complete tasks efficiently

· Experience working with high-profile clients and aggressive deadlines

· Exceptional verbal and written communication skills

Work Environment and Physical Demands

The Customer Experience Manager role operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 10 pounds. The noise level in the work environment is generally quiet to moderate. The visual acuity requirements include close vision

While performing the duties of this job, the employee is not exposed to weather conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Type/ Work Schedule

This is a full-time position; typical days and hours of work are Monday through Friday, 8:00am to 5:00pm. Occasional overtime may be required outside of typical days and hours of work, including Saturday and Sunday.

Travel requirements do not exist for this position.

There are no supervisory responsibilities associated with this role.

Equal Employment Opportunity

Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information or any other legally protected status

Visual Comfort & Co.

SUMMARY:

The Marketing Manager will report to the Director of Marketing. This role is instrumental in helping Visual Comfort become even more well-known for its broad assortment of Architectural (Functional) Lighting. The Marketing Manager will support Architectural Lighting growth across all channels including Visual Comfort’s Direct business, Lighting Specifiers, Showrooms, Integrators, E-Commerce, and Direct-to-Designers.

This role will help build and expand the Visual Comfort brand by driving awareness and inspiration of Visual Comfort’s Architectural product portfolio through a wide range of online and offline marketing activity related to product launches, digital marketing efforts and sales materials. This role will be expected to report quarterly on measurable activities and monitor the competitive landscape.

Responsibilities include, but not limited to:

· New Product Introductions – Work closely with Product Development, Creative and Engineering teams to ensure every new product launches with complete and accurate content, imagery and inspiring/educational sales tools.

· Catalog/Website/Specification Sheets – Work closely with Product Development and Creative teams to prepare, build and maintain Architectural catalogs/brochures, website content and specification sheets. Includes drafting, copy writing, proofing, working with the web-team for implementation, and coordinating distribution.

· Sales Tools/Trainings – Support the Sales Teams by soliciting feedback on material needs and execute upon feedback via a “project management” mindset and within the expectations of the budget. Sales Tools include rep cases, catalogs/brochures, application imagery, installation and feature videos, webinar trainings, etc.

· Tradeshow – Work closely with the Merchandising, Sales and Creative teams to ensure Visual Comfort’s Architectural merchandising displays, marketing collateral and special events represent the brand in the best possible light. Attend tradeshows including set-up, training, and interacting with Sales Reps and Customers.

· Email Campaigns & Social Media – Drive brand awareness through creation of email and social media topics including Instagram, LinkedIn, and Pinterest. This role is responsible for developing a content calendar and working with the Creative team to deploy relevant content to each platform. This role is expected to build relationships with Reps and Customers for unique content building and attaining UGC rights managed imagery.

· Competitive Research – Monitor and report on marketing programs led by competitive lighting companies across all relevant channels.

· Budget – Responsibly execute upon marketing initiatives within the expectations of the budget and help track expenses for the department.

QUALIFICATIONS:

Education: Bachelor’s Degree in Marketing, Communications, Public Relations or related field. Master’s Degree in Business, Marketing or related field, a plus.

Related Experience:

• A minimum of five (5) years of full-time experience as a professional marketing manager (spanning both traditional and digital marketing).
• 3 years’ experience in Architectural Lighting is strongly preferred
• Any equivalent combination of education, experience, and training which provides the required knowledge, skills, and abilities will be accepted.
• Experience in multi-channel B2B and B2C business models is a plus.
• Must be able to read, write and speak English fluently.
• Must exhibit proficient computer skills utilizing the Microsoft Office Suite of software, including word processing, presentations, spreadsheets, and outlook. Experience with Constant Contact database/email system, a plus.

REQUIRED KNOWLEDGE, ABILITIES, AND SKILLS:

· Strong knowledge of the principles, practices, and objectives of marketing, particularly in product marketing

• Proven success in developing, implementing and measuring marketing programs, public relations, social media, digital marketing, etc.
• Excellent verbal communication and writing skills, with some copy writing experience (with samples available)
• Excellent interpersonal skills with the ability to work well with a wide variety of people and cross-functional teams
• Superior organization, planning skills, time management and prioritization with the ability to multi-task and work well under pressure in a dynamic, team environment
• Interest in and energy to investigate new marketing strategies, techniques and tactics to bring a steady stream of new recommendations designed to meet the overall marketing objectives in more efficient and/or effective ways
• Strong analytical skills with a consistent focus on results measurement and fact-based decision making; while still having/building strong instincts about this business on which to generate educated guesses as well
• Naturally self-motivated, pro-active and eager to achieve goals; comfortable asking for help and open to appropriate supervision and clear direction
• Strong project management skills to keep initiatives on time and on budget
• Detail oriented to assist with print and digital proofing, providing robust and thorough feedback on first round of review
• Expresses natural curiosity to learn about the business and generate new ideas

Essential Functions AND RESPONSIBILITIES:

Collaborate with the Marketing, Creative, Web and Product teams on the following marketing initiatives:

• To set objectives and marketing plans related to brand strategy, new product development pipelines and sales goals, all in the context of an ever increasing understanding of the competitive space and the key market drivers. Conduct research to provide marketplace/competitive assessments and recommendations regarding entry into possible new categories, markets or channels.

· To manage & measure ongoing marketing plans — making recommendations about objectives, key messaging, proposed vehicles, budget estimates, research/metrics, etc. and then executing approved plans throughout successful completion.

· To serve as brand source for internal PR outreach, providing brand priorities, direction, key messaging and product information as newsworthy products/programs are launched — striving for positive, timely, accurate publicity in targeted publications, blogs and social media outlets, particularly building our expertise within targeted social media that impacts our key constituents.

· To plan and create multi-faceted marketing/sales plans to support/publicize large, new product roll-outs driven by the timing of industry-wide trade shows/conferences during which the brands tend to launch their new lines. Particularly as brands enter brand new product categories, investigate and recommend impactful launch tools.

· To develop ongoing sales support materials, programs, newsletters, merchandising tools to increase the productivity and effectiveness of our network of sales reps with our customers (whether showrooms, internet retailers or industry specifiers, e.g. architects, lighting designers, etc.)

· To define consumer communications objectives and strategies to ultimately build more brand awareness with consumers, engaging them in lighting decisions and lighting’s significant impact on any design project. Ensure brand websites are inspiring, current and consumer friendly.

· To write and continually update copy for a wide range of marketing materials, e.g. catalogs, product descriptions, social media posts, sales/customer newsletters, a wide variety of email blasts, etc.

· Attend work regularly as scheduled.

· Support and exhibit the Visual Comfort values.

Cognitive Considerations:

Must exhibit cognitive abilities to:

· Make balanced, fact-based, relevant recommendations & decisions, avoiding emotionally-driven decision making

· Solve problems by collaborating with colleagues and functional experts to ensure fully-considered actions are implemented

· Focus on critical tasks and ideas which require specific, detailed attention without getting distracted by irrelevant considerations

· Learn new things about complex industries and business dynamics, then retain, leverage and integrate that new knowledge for subsequent decision-making

· Seek and learn new marketing techniques/programs/opportunities, then quickly & accurately assess if worth further investigation; efficiently eliminate others in order to maintain focus and avoid distraction

· Proactively try to anticipate needs/hurdles/next steps in order to navigate long-term projects successfully and avoid getting stuck unnecessarily

· Generate, organize and analyze relevant data/trends to formally or informally measure the results of marketing programs and gauge their short- and long-term impact on key business objectives & metrics

· Organize and express thoughts clearly and succinctly in formats used internally as well as copy-written formats for external customer or consumer communications

· Respect the requirements and deadlines of others (both internal and external constituents) in order to drive decision making or program development in ways that will allow others to do their jobs well and in turn make more significant impact on key business objectives & metrics

Visual Comfort & Co.