Equine Elite Customer Experience Manager

The Equine Elite Customer Experience Manager is a hands-on, customer-focused leader responsible for ensuring service excellence, retention, and growth within Wedgewood’s most valuable equine and special markets customer segments. This role directly manages a small team and owns high-impact programs like the Equine Concierge Program, while also serving as an operational partner to the VP of Equine & Special Markets.

This individual will lead day-to-day service execution, support complex account needs, manage open order resolution, and contribute to strategic initiatives and planning. Success in this role is measured by the ability to deliver a seamless, white-glove customer experience, drive program adoption and retention, and position Wedgewood as the pharmacy of choice across elite equine practices, specialty hospitals, and academic institutions.

When will you work?

• Mon- Fri - This is a hybrid role out of our Lexington, KY location or remote options can be considered with travel to this location.

What you’ll do:

Strategic Account Support – Equine & Special Markets

• Build and maintain trusted relationships with strategic customers by understanding their workflows, challenges, and growth opportunities.
• Actively support onboarding and program adoption for new accounts in equine and specialty segments such as referral hospitals, academic institutions, and niche veterinary practices.

Equine Concierge Program Ownership

• Manage and grow the Equine Concierge Program, including onboarding of new clients, proactive communication, and concierge-level service delivery.
• Ensure participating customers receive tailored support for inventory planning, seasonal ordering, and barn/stable coordination.
• Track outcomes and continuously refine the program to improve efficiency, satisfaction, and account expansion.

Open Order Management & Escalation Handling

• Maintain and manage the Open Order Report for strategic customers, ensuring timely communication of backorders, delays, and resolutions.
• Partner with pharmacy, operations, and supply chain teams to remove order bottlenecks and maintain customer confidence.

Sales & Operations Planning (S&OP) Process

• Assist in the S&OP process by providing equine and special market-specific insights into demand forecasting, order patterns, and seasonal trends.
• Collaborate with cross-functional partners to ensure inventory alignment with customer needs and promotional plans.

Strategic Planning & Business Development

• Assist in the buildout of strategy for both the equine and special markets segments, contributing customer insights, competitive intelligence, and operational feedback.
• Partner with leadership on pilot programs, growth initiatives, and internal process improvements aligned with long-term market positioning.
• Analyze account-level data to identify revenue opportunities, prescribing behaviors, and unmet needs.

Cross-Functional Collaboration & Team Leadership

• Lead, coach and support the development of direct reports.
• Foster strong collaboration and communication across Account Managers, Customer Care, and Pharmacy teams to ensure a unified and consistent customer experience.
• Participate in monthly business reviews and communicate wins, trends, and areas for improvement.

Reporting & Analytics

• Track and report KPIs including open order resolution time, concierge program enrollment, customer satisfaction (NPS), upsell success rates, and account retention.
• Leverage Salesforce and other tools to maintain accurate records, identify opportunities, and support strategic decision-making.

Who you are:

• Strong communication, analytical, and project management skills.
• Strong knowledge of equine medicine, office stock needs, and special markets such as referral hospitals or university clinics.
• Proficiency in CRM systems (Salesforce preferred), order management systems, and reporting tools (Excel, Power BI, etc.).
• Ability to work cross-functionally and independently in a fast-paced, evolving environment.
• Familiarity with S&OP processes and pharmacy workflow optimization.

What you’ve done:

• 3–5 years of experience in customer service, account management, business operations, or sales support—preferably within veterinary, pharmaceutical, or healthcare sectors.
• Experience supporting high-value or strategic accounts with a white-glove service