Market Growth Specialist

The Alberta New Home Warranty Program Group of Companies (ANHWP Group), is western Canada’s most experienced and most trusted new home warranty provider and educator for homebuilders. As a leader in new home warranty products and services for over 45 years, we continue to raise the bar to meet the needs of homeowners and our Builder Members.

This position resides with The Alberta New Home Warranty Program/Canadian Home Warranty Protection Plan (CHWPP) and works alongside The New Home Warranty Insurance (Canada) Corporation (NHWICC) and the Professional Home Builders Institute of Alberta (PHBI).

ANHWP has an immediate vacancy for a Market Growth Specialist

This is a full-time position, to work in a remote work design from Vancouver (area) and be part of an amazing team and corporate culture!

Accountable for:

Reporting to the Manager of Sales and Solutions, the Market Growth Specialist is responsible for being an internal “expert” on our customer base, ensuring customer satisfaction metrics are exceeded, and that revenue and growth goals are empowered through a superior understanding of customer experience drivers and needs. With an understanding of The Program’s vision and mission, the Market Growth Specialist’s primary responsibility is to grow the market share in BC by, identifying customer needs and promoting appropriate solutions to prospective customers to achieve profitable growth, drive customer satisfaction, and advance the corporate brand through superior delivery of our products and services.

Work location:

Vancouver (area), BC

Main responsibilities:

The primary responsibilities of the Market Growth Specialist are:

• Drive growth of CHWPP by achieving builder acquisition goals on a quarterly basis
• Interact with customers and colleagues at all levels and provides strategic advice and input regarding customer solutions, customer engagement, business development, and operational improvements for Builder Members.
• Contribute as member of the Customer Solutions team and engage with members to ensure Builder Member relationships are acquired, retained, and enhanced.
• Participate in Key Account Management strategies across the Builder Member portfolio, focusing on providing agile and value-added service and support while growing customer value.
• Meet monthly key performance indicators (KPI‘s)

Revenue and Growth:

• Responsible for customer acquisition and retention processes in our homebuilder customer segments
• Responsible for the achievement of key customer satisfaction and growth metrics, including Membership
• Work with Marketing teams to deliver product/service diversification and market-share growth strategies, including new Member acquisition
• Actively promote the services of the BC Builder Training and the Professional Home Builder’s Institute (PHBI) work with PHBI to grow utilization within the Membership
• Alert the Risk team of any builders or industry organizations who are encountering business problems which may impact the Organization.
• Work with Marketing to ensure that prerequisites (like Point of Sales materials, campaign requirements, and homeowner supports) are fulfilled within a timely manner and are created to meet customer preferences

Customer Experience:

• Create a consistently respectful, responsive, and positive experience for customers in a way that drives meaningful loyalty, retention and mutual value creation
• Solve Builder Member account issues as they arise, supporting all departments in resolving concerns on Member-related issues
• Bring innovative best practices to enhance the Organization’s competency and position within the customer experience space

Service Development:

• Use data and engagement to identify new concepts for products and services and work with other Managers and the Customer Solutions Team to find ways to upsell or cross-sell to increase revenue and build brand awareness
• Work with Operations teams to assess customer needs and requirements and develop and deliver cohesive projects that improve our operations through more efficient procedures and systems
• Aid in the development of new products, including communicating ideas for new product development or modification to current products.

Reputation:

• Build relationships with key industry stakeholders; attend industry functions, such as association events and conferences, and provide feedback and information on market and creative trends
• Identify opportunities for campaigns, services and distribution channels and work with marketing on strategies and actions that will lead to an increase in retention and the Organization’s visibility
• Using knowledge of customers, market, and competitors, identify and develop the Organization’s unique selling propositions and differentiators.
• Represent the Organization in line with the corporate brand, values and behaviors.

Continuous Improvement:

• Use tangible customer insights and new systems and procedures to amplify productivity, which may include organizational changes to make these processes more efficient
• Routinely collect and report relevant information about competition and marketing activities such as competitive product offerings and pricing practices as well as customer dynamics affecting business
• Ensure that data is accurately entered and managed within the Organization’s CRM and work with relevant departments to ensure the CRM is constantly adapted to improve efficiency
• Understand and integrate industry trends and insights to modify and improve forecasts and the identification of opportunities and risks
• Develop, implement, train and maintain up-to-date guidelines, processes and procedures

Skills and Experience:

• Strong relationships with multiple builders in the BC market to support builder acquisition goals
• Proven experience with meeting sales targets, prospecting, follow up and excelling at the sales process
• Diploma or degree in communications, marketing, digital marketing or similar field
• Level 1 General Insurance Agent – currently licensed or willing to obtain within 90 days of employment
• 5+ years in account management and relationship development in a high-performance sales team in residential home warranty, builder supplier, insurance, or a related industry
• Experience in documenting and managing customer experience
• Experience as a member of a cross-functional management team
• Experience using Salesforce and Microsoft Office suite of products, or willing to learn

Knowledge: (market, business, technical, operational, job specific)

• Strong general knowledge of homebuilders and homeowners, and the homebuilding industry-at-large
• Soft skills: Organizational skills, ability to prioritize and adapt to a variety of situations, excellent judgment, reasoning and problem resolution skills
• Considered an asset: Strong knowledge of construction practices and project management

Why you should join us:

The Alberta New Home Warranty Program Group of Companies offers challenging and meaningful work, a positive work environment with amazing colleagues. Our benefit package includes:

• Hybrid/remote work structure
• Annual short-term incentive pay (bonus program)
• Access to industry events
• Paid sick time and flex days
• Medical, dental and vision benefits
• Health or Personal Spending Account
• Volunteer days
• Pension plan (RPP company matching)
• Company events
• Progressive corporate culture that supports our greatest assets – our people

Apply Today

If you’re looking for a dynamic work environment, competitive employment conditions, and an opportunity to make a difference, we invite you to submit your cover letter and resume throughout your application.

We thank all applicants for your interest in this role. Our People & Culture team will contact only those selected for an interview.

Please note:

• Only candidates permitted to work in Canada will be considered for this opportunity.
• Compensation: Base salary of $80,000 + commission based on business targets.