Digital Customer Growth & Automation Manager

Job Description

Job Description

The Opportunity

We are seeking a results-driven, revenue-focused, tenacious, tech-savvy, and data-driven Digital Customer Growth & Automation Manager who thinks like a growth strategist – not a traditional, high-touch account manager who relies on manual, one-on-one phone calls.

You'll marry behavioral insights with automation to run an efficient digital revenue loop, owning it end-to-end aligning department strategy with the EO/CVO's vision and business OKRs, setting the revenue plan, and translating complex customer trends into sharp operational workflows, optimized CRMs, and automated AI engagement. Supported by an on-staff Data Analyst, you'll also lead a team of Customer Success Specialists who carry out growth strategies with existing customers.

• Resilient & Fast-Paced: You thrive where data velocity is high (marketplace volume is scaling >50% YoY).
• Revenue-Hungry: You treat revenue leakage, abandoned carts, and inactive accounts as personal challenges to solve.
• Automation-First: You are a CRM power-user who leverages tech to amplify a small team's impact.
• A Driver - goal and results obsessed, with a strict preference for scalable systems over manual relationship management.

1. Strategic Alignment & Revenue Growth

• Align department strategy and priorities with the CEO/CVO's vision and business OKRs
• Own the digital revenue plan : set strategic revenue goals and conversion targets
• Turn insights into action : partner with the Data Analyst, tech team, and Marketing to convert customer behavior and cart-abandonment data into automated retention workflows

2. Revenue Growth & Customer Segmentation

• Retain & Expand: Drive repeat business, digital portal adoption, and lifetime value (LTV).
• Protect Margins: Use data to systematically eliminate revenue leakage, bad discounts, and unnecessary refunds.
• Segment & Target: Tier clients to scale outreach via automated systems rather than manual labor.
• Fuel the Pipeline: Spot organic expansion opportunities in the data and collaborate with Marketing on targeted campaigns.

2. Tech, Automation & AI Integration

• CRM Optimization: Build and manage workflows, custom modules, and automated triggers.
• AI Roadmap: Partner with Marketing, IT, and Customer Care Manager to build adaptive onboarding forms, smart clarification questions, and dynamic pricing.
• Omnichannel Handoffs: Ensure data from AI chat assistants flows seamlessly to frontline staff without losing context.
• Maximize Every Channel: In partnership with marketing use Adobe, CRM, AI, and other tech to capitalize on revenue creation and conversion across website, Google, all AI platforms, all social, email, Amazon, Walmart, and every other channel - tailored to specific customers and product brands

3. Data Analytics & Reporting

• Deliver regular data analytics reporting with clear, actionable recommendations for leadership
• Define data needs and convert database inputs into actionable, automated retention workflows

3. Campaigns & Team Leadership

• Feedback Loops: Optimize automated feedback loops (e.g., driving regional referrals in TX).
• Team Leadership: Manage and mentor a small group of hybrid & remote customer success staff.
• Training & Talent: Partner with the Customer Care Manager to train Customer Care teams on CRM/AI tools; identify structural gaps and hire to support scaling workflows.

• Experience: 3+ years in Tech Enabled Customer Success, Operations, or RevOps-ideally within E-commerce, B2B digital marketplaces, or tech-enabled distribution.
• CRM Power-User: Advanced capability in CRMs (Zoho or HubSpot are ideal) (specifically designing workflows and cross-departmental triggers).
• E-Commerce Tech: Familiarity with modern platforms (Adobe Commerce/Magento is a major plus).
• Data Fluency: Proven ability to define data needs and convert database inputs into actionable, automated retention workflows.
• Mindset: A strict preference for building scalable systems over manual relationship management.

About Lab Alley

Lab Alley is on a mission to make buying essential, natural, and high-purity chemicals effortless. Often called the "Amazon for Chemicals," our digital-first platform lets you order online in minutes with transparent pricing, real-time inventory, and instant compliance access-all backed by 99.5% on-time delivery and 98.9% inventory accuracy. Free from quote delays, salespeople, or fulfillment guesswork, our platform is built around how you want to work-so you can stop chasing suppliers and focus on running your business.

Lab Alley is a founder-led essential chemical e-commerce company based in Austin, Texas.

Our workplace culture:

Our core values are an integral part of our success defining who we are.

We bring our core values to life in everything we do at Lab Alley. Therefore, every hire is aligned with our core values:

CARE :

We care about people and take pride in our work.

COMMITMENT :

We believe success is characterized by our commitment to continuous improvement.

GENUINE:

We believe in being real, authentic, and direct with those around us.

GROWTH: