Precompose Growth Manager

OVERVIEW

Recompose is an ecological death care company and green funeral home specializing in the service of human composting that transforms bodies into soil. The Recompose model offers an authentic, participatory experience for families and a natural return to the earth for the dead. 

We are seeking a Precompose Growth Manager to manage Recompose’s preneed plan, Precompose, which secures future customers for Recompose. The Precompose manager will be responsible for growing and maintaining the entire Precompose program. This manager will lead by example. They will be motivated to cultivate interest in our service and set a high standard of Recompose customer service by prioritizing attentive, welcoming, and informative customer care. They will ensure a solid foundation of those standards throughout their team.  The manager will also oversee the development and maintenance of our Precompose systems, ensuring customer data integrity, identifying areas for improvement, tracking developments, analyzing data, and generating reports.

The Precompose Growth Manager will report to the Director of Client Experience. They will manage the Precompose team to make certain that our customers receive consistent, straightforward information through well-managed Recompose systems. They will frequently communicate Recompose’s process and mission and must be able to speak about death in a straightforward manner. Precompose is a growing program within Recompose and has unlimited potential: the Precompose Growth Manager will harness and further cultivate that potential.

The Precompose Manager is guided by Recompose values, especially:

Lead and Inspire: demonstrate Recompose’s integrity and quality by creating an excellent client experience within the Precompose program - from point of sale through ongoing relationships.

The manager will seek to create confidence and find opportunity in challenges.

Cultivate Potential: welcome interest from the community, create trust in the Recompose process, and facilitate effortless sales to help grow Precompose into a long-lasting and sustainable program. Precompose leadership will nurture the growth of the Precompose program and the potential within the Precompose team.

Communicate with Clarity and Care: use straightforward messaging in the Recompose brand voice to introduce the Recompose model, sign people up for Precompose, and work with existing members.

The Precompose Manager will lead team communication with emphasis on listening and clearly communicating needs.

Please note: although bringing on new Precompose members is a primary focus of this department, Precompose roles are not commission based. This manager must understand the Recompose commitment never to upsell or pressure a client into a purchase.

Qualities we are looking for include strong problem solving skills with extremely high level of organization and communication, and a collaborative leadership approach that will support and strengthen our team. 

The ideal applicant has experience managing customer service or sales teams, and developing and growing systems within a company. They are a strategic thinker who can roll up their sleeves and do the work, too. Experience in health care or death care and/or a familiarity with startup and growing business environments is preferred. However, the Precompose Growth Manager is not expected to have worked in human composting before as this is an emerging industry.

RESPONSIBILITIES

• Lead the growth of the Precompose program and effectively manage the Precompose team.
• Foster long-term satisfaction of Precompose members.
• Set specific and measurable monthly and annual goals for Precompose sales and customer service.
• Develop and deliver monthly reporting. Analyze data to identify trends in Precompose sales, client requests, program needs, etc.
• Collaborate with Finance Director on creation and maintenance of annual Precompose budget.
• Work with the Finance team on client requests involving financial matters.
• Manage meticulous document and process control to ensure legal compliance and security for Precompose program, including tracking, updating, and maintaining systems for payments and legal documents.
• Collaborate with Marketing Director. Share reports and deliver insights to inform marketing content and strategy. Request content, resources, and communications support as needed.
• Work with Leadership to identify, track, and execute areas of improvement for Precompose. Report on progress.
• Collaborate with Leadership to design and implement Recompose-specific initiatives, policies, and procedures.
• Work with Leadership and Client Experience team to create training and marketing materials in support of education, consideration, and selection of Recompose as a customer’s death care provider. 
• Lead the continued development and improvement of the digital customer experience.
• Achieve high-level understanding of CRM. Anticipate tech and database requirements for Precompose and customer service. Track and monitor projects to ensure Precompose needs and systems are improved and strengthened.
• Proactively audit customer service procedures to find opportunities to refine service protocols and improve client experience. Utilize surveys and other feedback tools to provide insight into customer needs and measure customer satisfaction. Report on conclusions and recommendations.
• Contribute to the development of Recompose Brand Voice Guide with Client Experience Director. Train employees and ensure our Recompose Brand Voice is used consistently throughout the team.
• Lead team in communicating with the public, current clients, and future clients about the Recompose process and mission, and offering information on Precompose.
• Lead by example for the Precompose team, guide and inform clients and team alike.
• Support the team's performance through mentorship, career development, coaching, and motivational support.
• Achieve and maintain a competitive advantage with high standards of customer service.
• Proactively stay on top of industry trends, new tools, and technologies. Evaluate and recommend new opportunities to the company to put into motion. Identify new avenues for growth.

QUALIFICATIONS

• 7 years experience in marketing, sales, customer service, and/or hospitality.
• 3 years of management experience, preferably using  principles of collaborative leadership, and with direct experience managing customer service database systems or internal customer relationship management (CRM) tools.
• Demonstrable competence in strategic planning, business development, and project management.
• Experience in setting and executing strategy for customer service and support, and/or customer retention.
• Skilled in managing customer relationship management (CRM) technology systems to collect and maintain customer data and track project effectiveness.
• Advanced computer skills, including self-administered laptop applications (installing/updating operating system components, running/updating antivirus and malware utilities) and computer utilities like shared calendars, shared file organization, and communication platforms, and ability to plan, implement, query, and maintain SQL compliant databases.
• Detail-oriented and organized, capable of handling multiple projects at once, and comfortable dealing with ambiguity and changing priorities.
• Ability to analytically break down problems into their core issues and draw conclusions as to appropriate resolutions.
• Excellent communications skills, both written and verbal, with ability to embody the Recompose brand voice when speaking with the team, clients, and the general public about mission, benefits, and process of choosing Recompose services.
• Ability to earn trust, maintain positive and professional relationships, and contribute to a culture of inclusion.
• A collaborative mindset for working with all teams at Recompose including Leadership, NOR, Services, Outreach, and Marketing.

ADDITIONAL QUALIFICATIONS

• Ability to act upon organizational mission, vision, and values.
• Experience in career development and mentorship.
• Empathy and interpersonal sensitivity; great listening skills.
• Ability to find creative solutions to possible difficult interpersonal situations.
• Resilience: ability to manage own emotions, demonstrate self-control under pressure or adversity, and practice self-care.
• Flexibility: ability to adapt to new situations and to change focus unexpectedly.

PHYSICAL ENVIRONMENT, TRAVEL REQUIREMENTS AND EQUIPMENT

The person in this position will primarily perform the essential functions in an office environment. This includes sitting or standing at a desk and interacting with technology (computer/phone) for most of the day. This role can be performed remotely or be hybrid/flexible if based in Seattle, WA.

Travel: Travel requirements may vary between 0-20%, depending on project needs and conferences. For those located outside the state of Washington, travel to headquarters will be necessary 4-8 times per year.

SALARY RANGE AND BENEFIT INFORMATION

Expected starting range: $78,000-$90,000

Benefit Information

• Comprehensive medical, dental and vision insurance plans
• 25 Days of Paid Time Off (accrued based on a 40 hour work-week)
• Floating Holidays (# depends on your start date)
• 9 Recompose observed holidays
• 3% 401K employer contribution
• Wellness and technology stipends

A NOTE ABOUT DEATH

Other than our funeral directors, only one person on our current team has come from a professional background in death care, and yet our team is the best we could have for our amazing and complex operation. Personal experience, or even just a thoughtful approach to death or dying, can help inform the work we do, but please don’t hesitate to apply because you haven’t worked in this industry previously. We are looking for people who are passionate and skilled in creating positive, memorable customer experiences and who are ready to help us build one of the best companies in the world.

EQUAL OPPORTUNITY

Our goal as an employer is to have a feminist, antiracist culture, and to employ a diverse, inclusive workforce that is representative of all people we do or might serve. As such, we do not discriminate on any protected status, and moreover, we celebrate applications from persons of color, persons of all genders and gender expressions, persons of any sexual orientation, the formerly incarcerated, and persons in any other protected class, such as religion, disability, marital status, veteran status, national origin, pregnancy status, or genetic status. Please feel free to let us know in your application if you fit into any such category/ies, or if you need a reasonable accommodation to apply.