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in Mooresville, NC

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Hours Full-time, Part-time
Location Mooresville, North Carolina

About this job

Job Summary:

The Manager, Protection Plan Aftermarket and Sales Support is primarily responsible for designing, testing, implementing, and managing the Protection Plan Aftermarket business in order to expand Lowe's into new and profitable business lines that deliver value to our customers and increases the number of long-term customer relationships with Lowe's. The Aftermarket Protection Plan businesses include sales of protection plans that occur at some time other than when the product being covered was initially purchased.

The Manager, Protection Plan Aftermarket and Sales Support is also responsible for developing the strategic plan for the LPP Sales team to execute with field management in the stores. In addition, this position provides analytical focus to LPP sales trends, selling issues, post-sale claim experience and competitor behavior.

The Manager, Protection Plan Aftermarket and Sales Support is responsible for managing and providing results that support the Protection Plan's core business and the emerging Aftermarket business.

To accomplish this, the Manager, Protection Plan Aftermarket and Sales Support must have knowledge of project management, cross-functional work processes, sales strategy, analytic approaches, basic IT development, category-specific marketing, and business case development.

The Manager, Protection Plan Aftermarket and Sales Support works closely with all levels at the Contact Center, Services group (operations and systems), IT, Planning organizations, Merchandising, Marketing, lowes.com, Assurant (3rd party actuarial & compliance firm), M&E, Legal, and LCI (Lowe's Captive Insurance) Board of Directors (Chief Risk Officer, Chief Accounting Officer, VP Risk, VP Tax), in order to create Lowe's Aftermarket Protection Plan Program.

Essential Responsibilities:

Creates the roadmap for the development of the Aftermarket Protection Plan business for Lowe's; evaluates and prioritizes opportunities; develops tests including objectives, goals, operational processes, and system functionality; builds the business case for each opportunity; summarizes and escalates recommendations to upper management including leading through the corporate in-take and QBR process.

Responsible for determining go-to-market strategies and customer interactions including getting input and buy-in from key stakeholders using multiple channels or types of media. Communication targets include Executive of Sales and Services, field management (such as SVPs, VP of Store Operations,) Contact Center management (VP and Directors), Services (VP Services, Director ) and LCI Board.

Lead the project management for both testing and implementation of new Aftermarket business concepts; works cross-functionally to gather input for the design of the new businesses; aligns organizations around need and responsibilities in supporting the new businesses; assesses and decides on trade-offs among resources and courses of action to support the new businesses.

Defines offerings and benefits (including pricing) within the new Aftermarket Plans; analyzes both customer value and financial costs of benefits; works with Legal and Assurant's Legal team to appropriately reflect these benefits and restrictions within the Terms & Conditions; communicate these benefits to the Contact Center and Claims team for appropriate execution.

Manages the Aftermarket Protection Plan business on a day-to-day basis; constantly evaluates performance and looks for areas of improvement including pricing, processes, and customer satisfaction; ensures consistency in business practices across functions; supports EPP-Operations team and IT in making sure data flows correctly between systems; reports on performance and forecasts growth rates for upper management review and inclusion in LRP.

Develop the strategic plan for the Sales team to execute with stores; provides analysis on areas of opportunity and excellence within the company; assesses business goals, seasonal and promotional impacts, and dynamics of product sales; combines knowledge of the business with strategic intent to formulate high level action plans for the Sales team.

Run the quarterly business reviews conducted with the 3rd party regulatory and compliance business partner. Supervise presentation development and conduct parts of the presentation to Lowe's Executive level management (including Chief Omni-Channel Officer, Vice-President In-Home and Specialty Sales, SVPs of Operations, MVPs, DDOs, VP of Risk)

Core Responsibilities:

Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members

Conducts or oversees business-specific projects by applying deep expertise in subject area; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating high priority issues or risks as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities

Required Minimum Qualifications:

*Bachelor's Degree in Business, Marketing, IT or related field plus 5 years of experience or 7+ years of experience in a related field

*4+ years of experience leading projects or equivalent

*Demonstrated experience managing project teams to deliver results

*Demonstrated experience working cross-functionally

*Demonstrated experience developing business cases

Preferred Qualifications:

*MBA or Master's degree in related field

*Experience in the repair services industry

*Experience in driving service contract/extended warranty sales

*Experience in designing call center sales programs and/or management of call center sales teams

*Knowledge of aftermarket service contract/extended warranty sales functionality

About Lowe's:

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving approximately 16 million customers a week in the United States, Canada and Mexico through its stores and online at Lowes.com, Lowes.ca and Lowes.com.mx. With fiscal year 2014 sales of $56.2 billion, Lowe's has more than 1,840 home improvement and hardware stores and 265,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe's supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.

LIPOST EEO Statement Lowe's is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.