Customer Experience Manager II

hackajob is collaborating with Stord to connect them with exceptional professionals for this role.

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

As a Customer Experience Manager II, you will play a pivotal role in managing client relationships, ensuring seamless service delivery, and driving business growth. You will act as the primary liaison between customers and internal teams, facilitating communication and execution to meet service expectations. Your responsibilities will include overseeing complex service solutions, optimizing financial performance, and identifying new revenue opportunities. With a strategic mindset, you will lead business transformation efforts, mentor junior team members, and implement process improvements to enhance efficiency and customer satisfaction.

What You'll Do: 

• Serve as the primary liaison between customers and internal teams, ensuring seamless communication and execution.

• Manage client relationships to deliver high-quality service and maintain customer satisfaction.

• Identify and communicate client service requirements, ensuring adherence to SLAs.

• Oversee the implementation of complex service solutions and customer programs.

• Develop strategic plans to drive revenue growth and achieve P&L objectives.

• Identify and pursue new revenue opportunities in collaboration with business development.

• Support business transformation initiatives to enhance service efficiency and financial performance.

• Facilitate customer business reviews to align on service expectations and identify opportunities for improvement.

• Audit invoices, track outstanding A/R, and resolve financial discrepancies.

• Manage contracts and Statements of Work in alignment with client expectations.

• Maintain and grow account revenue while identifying expansion opportunities.

• Collaborate with Account Executives to convert growth opportunities into results.

• Coordinate internal resources to meet performance objectives and customer expectations.

• Oversee account P&L, ensuring financial alignment with company targets.

• Mentor and support junior team members to foster professional development.

• Recommend and implement process improvements to enhance efficiency and service delivery.

• Monitor and report KPIs to track and optimize performance.

• Conduct regular business reviews and client meetings to maintain alignment.

• Lead strategic account planning, setting performance objectives and financial targets.

• Continuously assess customer needs and lead solution development initiatives.

• Collaborate with internal teams to execute new opportunities and service enhancements.

• Maintain comprehensive client records to track progress and sustain growth.

• Develop innovative solutions to complex challenges, driving measurable impact.

• Analyze and refine methods to improve processes and execution.

What You'll Need:

• Proven experience in customer experience, account management, or a related field.

• Strong ability to manage multiple priorities and complex service solutions in a fast-paced environment.

• Strategic mindset with experience in revenue growth, P&L management, and business transformation.

• Excellent communication and relationship-building skills to work effectively with internal and external stakeholders.

• Analytical and problem-solving skills to assess client needs and develop effective solutions.

• Experience with financial processes, including auditing invoices, managing A/R, and contract oversight.

• Ability to lead strategic account planning and set performance objectives.

Bonus Points:

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.

• Familiarity with service-level agreements (SLAs) and operational metrics.

• Background in business transformation initiatives or process optimization.

• Proficiency in CRM or customer service management tools.

• Leadership experience mentoring junior team members.