We are seeking a dynamic and strategic Customer Experience (CX) Manager to lead the growth and functional execution of our retail and wholesale business. Reporting to the Director of Customer Experience, this role is pivotal in managing relationships with key retail accounts and brokers, while ensuring seamless product launches and customer setup processes.

This position requires close collaboration with sales, marketing, operations, and customer experience teams to maintain and expand retail partnerships, oversee demand planning, and drive continuous operational improvements. Additionally, the role involves leading a team of customer experience agents focused on retail and wholesale support.

Responsibilities:

• Build the Support Function: Develop the mission, workflows, and tools for the Retail Store Support Team from the ground up, ensuring efficiency and scalability.

• Operational Excellence: Implement and optimize systems (e.g., CRM, Retail Support Dashboard, etc…) and processes to effectively address store inquiries, escalations, and customer needs.

• Retail-Focused Problem Solving: Provide swift resolutions for floor sales teams to escalate issues and support stores during launches, peak times, and critical events.

• Employee Empowerment: Deliver training and build self-service tools to enable retail teams to excel in product knowledge, customer service, and operations.

• Customer-Centric Solutions: Create workflows to manage retail-originating customer concerns, product questions, and in-store issues such as returns or in-store experiences during launches, peak periods, and special events.

• Retail Relationship Management: Manage and nurture relationships with key retail accounts, ensuring high levels of customer satisfaction, exploring expansion opportunities, and maintaining open channels of communication.

• Operational Improvement: Identify and implement process improvements that enhance operational efficiency, using data-driven insights to continuously optimize retail and wholesale support.

• Team Management: Lead and mentor a team of retail store support agents, fostering a culture of teamwork, collaboration, continuous improvement, and accountability.

Skills & Qualifications:

• 5+ years of experience in retail support or a similar leadership role.

• Team Building: Proven ability to build teams, procure and deploy tech solutions, and create SOPs and workflows.

• Analytical Skills: Strong organizational, analytical, and project management capabilities.

• Technical Proficiency: Experience with CRM ticketing systems, project management software, and e-commerce tech platforms.

• Adaptability: Ability to thrive in a fast-paced, high-growth environment with a passion for delivering exceptional employee and customer experiences.

• AI Integration: Identify opportunities to incorporate AI tools (e.g., chatbots, automated ticketing, predictive analytics) into support processes, enhancing efficiency and personalizing experiences.

• Industry Knowledge: Experience within the health, wellness, or consumer products industry is advantageous.

What Sets You Apart:

• Proven ability to manage relationships with key retail accounts.

• A strategic mindset with experience in demand planning, inventory management, and operational processes.

• Strong leadership and team management skills, fostering a positive and productive environment.

• Exceptional organizational skills and the ability to manage multiple priorities effectively and efficiently.

• An independent, fast-paced worker with a drive for operational excellence and process optimization.