CosmoProf

Role Description The Customer Success Partner (CSP) serves as the primary virtual support resource for assigned accounts. This role is responsible for delivering high-quality customer experience through proactive communication, order support, product awareness, and ongoing relationship management. The CSP helps ensure customers remain informed, connected, and supported following the transition from dedicated in-salon coverage to a virtual service model. Through consistent engagement and operational support, the role contributes to customer retention, customer satisfaction, and overall account health. Responsibilities - Serve as the primary virtual point of contact for assigned accounts - Build and maintain strong customer relationships through phone, email, text, and virtual engagement - Process customer orders accurately and efficiently while resolving order-related issues - Proactively communicate promotions, new product launches, education opportunities, and business initiatives - Support customer awareness and engagement around company programs, offers, and resources - Partner closely with field sales teams and leadership to ensure continuity of customer support - Respond to customer inquiries related to products, pricing, inventory availability, and account needs - Support customers through service recovery situations and escalate issues appropriately when needed - Maintain accurate customer records and engagement activity within Salesforce - Monitor account trends and identify customer risks, concerns, or support opportunities Qualifications - 3+ years of experience in customer service, inside sales, account management, or related customer-facing roles - Strong communication and relationship-building skills - Ability to manage multiple customer accounts and priorities simultaneously - Highly organized with strong follow-through and attention to detail - Comfortable working in a fast-paced, metrics-driven environment - Proficiency in Microsoft Office, Salesforce and order management systems - Beauty industry experience preferred - Experience supporting customers in a virtual or remote environment preferred Competencies & Attributes - Customer Focus - Communication - Relationship Management - Problem Solving - Adaptability - Execution & Follow-Through - Collaboration - Organizational Agility Success Measures - Maintain strong customer retention across assigned account portfolio - Deliver timely, accurate, and professional customer support and order processing - Achieve established service-level expectations for responsiveness and follow-up - Maintain consistent proactive outreach cadence with assigned customers - Increase customer awareness and participation in promotions, education, and new product launches - Support overall account health through ongoing customer engagement and relationship management - Identify and escalate customer concerns, risks, and service opportunities in a timely manner - Maintain accurate documentation of customer interactions and account activity within company systems - Partner effectively with field teams and cross-functional business partners to ensure seamless customer experience Working Conditions & Physical Requirements This is a primarily virtual/remote customer support role requiring consistent outbound customer engagement through phone, email, and digital communication channels. The role may require periodic participation in team meetings, training sessions, and business reviews.

Role Description Drives sales and profit growth by leading a team that enables associates to put the Customers first in our Stores and provides an effective digital experience. Develops a proactive team that is accountable and delivers a shopping environment that meets or exceeds customer expectations, ensures effective execution of Company merchandising and operational plans, and achieves sales and profit objectives. Conducts daily/weekly communication with all Business Partners. Manages expenses to meet or exceed profit objectives. Directs all the assigned activities of a designated region, averaging 10 districts in partnership with LPBP, HRBP and ROBP. Accountable for profit and performance goals set forth by the company. Maintains an effective level of business literacy about the region and SBH financial position, its midrange plans, its culture and its competition. Responsibilities - 40 % Brand: - Provides leadership to deliver an exceptional customer experience which maximizes sales / KPIs and drives consistent customer loyalty in all Districts. - Develops leadership to maintain a strong emphasis on both the store selling model and a channel agnostic approach to exceed expectations. - Understand the competitive landscape by observing and studying the competition to learn about current initiatives/strategies. - Must provide and share insights with relevant key business partners and supervisors. - Ensures all brand standards are compliant within organizational guidelines across every District. - Maintains a strong partnership with all Business Partners through discussions and weekly touch bases. - Build and nurture a culture of highly engaged associates with leaders to drive passion and commitment for the business that drives results. - Map out and understand the end-to-end customer journey and the associated KPIs, identifying any client friction points and finding ways to solve them. - Identify gap areas, set ecommerce excellence targets and ensure that all relevant SLAs are in place. - Develop business cases as needed for new strategic initiatives. - 30% People: - Develops recruitment strategy and pipeline, and training consistently within all Districts to drive results. - Always maintains a talent pool of future leaders throughout the Region. - Active on LinkedIn, and all digital platforms and social networks, possesses a strong network of external candidates to fill positions when required. - Assesses District Managers to identify talent opportunities which impact District performance. - Consistently engages District Managers in discussions around their own strengths and opportunities through both the IDP and performance review process. - Strategically identify talent opportunities across all Districts; plans for developmental opportunities, anticipates openings. - Strong accountability with a succession plan in place. - Maintains a strong partnership with HRBP through talent development discussions and weekly touch bases. - Engage in talent reviews and succession planning, promoting the right talent and building career pathing for high performers. - Assessing the development needs from a business perspective and taking ownership and addressing them. - 15% Safety/Loss Prevention: - Holds all District Managers accountable that the store environment is safe at all times for all associates and customers. - High level of accountability to ensure all policies and procedures are followed consistently within all Districts. - Responsible for protecting company assets by ensuring all procedures are being followed within each District as they relate to shrink, damages, banking, hazmat, social distancing etc. - Maintains a strong partnership with the LPBP through discussions and weekly touch bases. - 15% Operations: - Drives the execution of all company processes through training and development at the Store Manager, Area Manager and District Manager level. - Consistent performance at all levels of management throughout the Region. - Actively manages and leverages payroll and all other controllable expenses. - Ensures consistent execution across Region supporting all digital strategies (SFS, BOPIS). - Responsible for providing feedback regarding Real Estate opportunities (relocations, new stores, new sites). - Maintains a strong partnership with the OBP through discussions and weekly touch bases. Qualifications - Excellent oral and written communication skills. - Strategic Thinker/Shape Strategy to ensure execution. - Builds Collaborative/Organizational Relationships. - Focus on Customers Passion for delivering great customer experience. - Strong leadership and management skills. - Engage and Inspire: High energy with a strong sense of urgency. - Organizational Influencer. - Process/Quality Improvement. - Drives Organization success/results. - Ability to lead organizational communication/education. - Ability to quickly adapt and learn. - Financial/Quantitative Acumen. - Develop/enhance talent. - Business acumen. - Earn Trust and build a strong team. - Enthusiasm for the beauty industry and its products. - Strong desire to provide the best communication and education possible for the stores. - A strong understanding of the competitive landscape implementing Regional segmentation. - Strong and dependable work ethic, with a drive to uphold our Culture of Can Do. Requirements - College degree preferred. - 8-12 years in similar or related tasks. - Prior business, management, and merchandising experience. Benefits - Competitive salary and outstanding benefits package. - Medical, dental, vision, life insurance. - Paid vacation and sick days. - Paid holidays. - Tuition reimbursement. - 401(k) with company match. - In-house salon with complementary services. - Varied selection of food options at our corporate campus. - Onsite Sally Beauty and CosmoProf Professional store with merchandise discount.