Manager, Customer Success, Consumables, Household Essentials

Are you a seasoned leader with a passion for driving growth, innovation, and customer satisfaction? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Manager, Customer Success, Consumables, Household Essentials to join our team and lead the way in delivering exceptional customer experiences.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in the ever-evolving retail landscape. With a strong focus on customer satisfaction, arenaflex has built a reputation for delivering exceptional results and driving growth for our partners. As a Manager, Customer Success, Consumables, Household Essentials, you will be part of a talented team that is dedicated to making a lasting impact on the retail industry.

Job Summary

As a Manager, Customer Success, Consumables, Household Essentials, you will lead a team of Customer Success Managers responsible for driving growth and improving customer experiences across the businesses of arenaflex's top vendor partners. You will be responsible for creating and executing strategies to achieve business goals, collaborating with internal stakeholders to identify and optimize growth levers, and building strong relationships with customers and vendors. If you have a proven track record of delivering results through a team and are passionate about driving innovation and growth, we want to hear from you!

Key Responsibilities

* Create business and operational objectives for your Customer Success team, driving the creation and execution of strategies to achieve business goals, including identifying the correct input metrics to track progress against these goals.

• Collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.
• Contribute to goal setting and business strategy development for your peer team to align with Consumables organizational goals.
• Deliver against complex goals where strategy is not defined.
• Make tradeoffs between short-term customer needs and longer-term strategic investment.
• Implement and track key input metrics to measure your team's success in driving growth for customers and evaluate the quality of the end-customer experience.
• Build and cultivate strong relationships with team customers, along with internal stakeholders; be a trusted advisor and business advocate.
• Monitor customer satisfaction survey results, and investigate both positive and negative feedback trends. Establish improvement plans and manage expectations with Customer Success Managers as appropriate.
• Use customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate customer growth and improve their experience working with arenaflex.
• Spot areas of unnecessary process or inefficiencies and work to remove blockers for Customer Success Managers.
• Identify, optimize, and scale improvements that can benefit a large set of customers, e.g., driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations.
• Participate in hiring efforts across direct team and broader organization. Coach, mentor, and develop your team.

A Day in the Life

* Participate in a Customer Success Manager interview loop and debrief for 1-4 candidates.

• Coach an employee on how to properly bridge during WBR and improve their soft-skills.
• Have a career conversation with a CSM; review the CSM's opportunities, strengths, and forward-looking path.
• Review connections data and create a plan to address team concerns and expand on new team ideas.
• Audit business performance metrics for the customers managed by your team and highlight key opportunities and concerns in the metrics to your team.
• Write or contribute to a document for an organization-wide initiative.

Requirements

* 6+ years of professional experience in Buying, Merchandising, Planning, and/or relevant experience within Account Management, Management Consulting, and/or relevant experience in negotiating, nurturing, and growing customer relationships.

• Bachelor's degree or equivalent.
• Experience with business analysis and P&L management.
• Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
• Proven track record of delivering results through a team.
• Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
• Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.

Preferred Qualifications

* Experience in E-Commerce, Corporate Retail, Consulting, and/or B2B.

• Superior communication and presentation skills.
• Strategy development with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiation.
• Understanding of retail math and formulas for the purpose of making business decisions.

What We Offer

* Competitive base pay ranging from $109,300/year in our lowest geographic market up to $233,800/year in our highest geographic market.

• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.
• A full range of medical, financial, and/or other benefits.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment that empowers employees to deliver exceptional results.

How to Apply

If you are a motivated and results-driven leader with a passion for driving growth and innovation, we want to hear from you! Apply now to join our team as a Manager, Customer Success, Consumables, Household Essentials. Apply for this job