Director, Consumer Services in Marysville, OH at ScottsMiracle-Gro

Date Posted: 6/30/2020

Job Snapshot

Job Description

Here at Scotts Miracle-Gro there is no such thing as a typical day.  Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace.  Every Associate plays an important role in providing innovative solutions for today’s gardeners and growers and contributing new ideas to improve operations. In our company you need grit, it is what we were founded on over 150 years ago and is what keeps us growing. Regardless of your level in the organization there is a platform for your voice to be heard and the ability to influence change. Family, community and hard working values are weaved into all that we do. Come grow with us, where we develop and nurture the next generation of leaders. ​

We are looking for a Consumer Services Director who will join our Marketing Team in Marysville, Ohio.

This position will be based at The Scotts Miracle-Gro world headquarters in Marysville, a suburb of Columbus, OH.  Not familiar with Columbus? Visit


We are seeking a leader with strong operational experience in leadership, system implementation, process improvement with a focus on ecommerce end to end customer service who's able to keep pace with our Direct to Consumer growth. 

The Consumer Services Director will have experience building a Consumer Service Contact Center. Lead both people and processes in a multi-channel contact center, drive process improvements and deliver innovative solutions to ensure an excellent consumer experience. The right person will have a strong sense of drive and execution around customer experience, employee experience and overall performance.

This position requires a balance of innovative creativity, analytical thinking, and high-impact leadership capabilities to develop our existing Customer Experience workflow, and to scale the customer-facing organization through current and future periods of significant growth.


What you’ll do in this role:

  • Provide the overall strategic direction and leadership to continuously improve the customer service and employee experience while meeting performance metrics including but not limited to customer satisfaction/experience, process improvements and productivity. 
  • Lead the customer experience strategy and customer communication efforts on behalf of The Scotts Miracle-Gro brands for both product support and ecommerce sales support.
  • Responsible for developing and implementing short and long-term operational strategies that support new products, efficiency initiatives, service opportunities and technological advancements. Assesses and ensures mitigation of risk for the business
  • Acts as in-house authority for service, operational and processing functions that affect other groups, areas or activities. This individual must have passion in serving customers and employees and thrive in a fast-paced ever-changing environment. 
  • Actively and consistently support all efforts to simplify and enhance the customer experience 
  • Drive the attainment of key performance indicators including service level, quality, revenue protection, productivity/efficiency, reliability, first call resolution and sales objectives. 
  • Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.
  • Oversee processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience. 
  • Improve the operational systems, process policies in support of organizational mission. Specifically support better management reporting, information flow and business process and organization. Play a significant role in long-term planning, including initiatives geared toward operational excellence. Establish and implement departmental goals, procedures and policies.
  • Interact regularly with the executive team and department leaders to ensure that the company's operational priorities are aligned with total company direction.
  • Lead our consumer data collection efforts to aggregate, organize, and drive customer insights effectively and measurably back into the organization, and ensure the voice of the customer is heard and factored into strategic decision making across the business
  • Develop strategies and implement new efforts that support adherence to product and engagement around brand to support extension of customer lifecycle
  • Build strong partnerships with all areas of the business to support overall operation.
  • This position is responsible for ensuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced. 

What you’ll need to be successful:

  • Education: Bachelor's Degree in relevant field

  • Experience: 10+  years’  management experience in a Customer Contact Center 

  • Exceptional communication and time management skills

  • Ecommerce Customer Support

  • Strong technical acumen

  • Outsource Contact Center Vendor Management

  • Experience in strategic planning and development; business planning and budget management; vendor operations, business process improvement; business performance tracking and reporting.

  • Excellent communication skills - written, verbal and interpersonal communication skills across all levels of the organization

  • Develop a high-performance culture with clear expectations and high levels of accountability

  • Successful track record of consistently achieving results and exceeding expectations

  • Ability to work in a fast-paced, demanding environment and bring a serious amount of passion to company mission and team development

  • Detail oriented, extremely organized, and metrics-focused with demonstrated ability to help teams meet and exceed performance objectives

  • Exceptional leadership, management, hiring and training skills with demonstrated ability to manage large teams

Some other nice to have’s:

  • CPG Product Support

  • MBA

What we do for you (just to list a few cool ones):

  • Offer extremely competitive benefits including: Health, Dental and Vision coverage.

  • Onsite wellness center which includes: 24,000 sq. ft. fitness center, Walgreens pharmacy and Doctor’s office.

  • Nutrition reimbursement program (up to $200 per associate and per spouse)

  • Beautiful campus and corporate offices designed like a log cabin offering free coffee, chef run cafe and the best crushed ice!

  • First day of hire, 401K match (up to 7.5%) and discounted stock purchasing program (15% discount).

  • Our commitment to diversity and inclusion includes four employee resource groups: Scotts Women’s Network, Scotts Black Employee Network, Scotts Veterans Network and GroPride Network, Scotts Young Professionals.

  • 12 SMG paid holiday days and generous vacation policy.

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent networks.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.