Are you a seasoned leader with a passion for driving growth and delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! As a Manager, Customer Success, Consumables, Household Essentials at arenaflex, you will lead a team of Customer Success Managers responsible for influencing growth across the businesses of top vendor partners while improving end-customer and vendor experience. In this role, you will guide your team in their work with vendors using data, processes, mechanisms, and interpersonal skills, driving the creation and execution of strategies to achieve business goals and collaborating across your team to explore innovative ways to identify and optimize growth levers.
**About arenaflex**
arenaflex is a leading e-commerce company that is revolutionizing the way people shop and interact with their favorite brands. With a commitment to innovation, customer satisfaction, and employee development, we are a company that truly values its people and strives to create a workplace culture that is inclusive, diverse, and empowering. As a Manager, Customer Success, Consumables, Household Essentials, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving business growth.
**Key Responsibilities**
As a Manager, Customer Success, Consumables, Household Essentials, you will be responsible for:
* Creating 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.
* Collaborating across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.
* Contributing to goal setting and business strategy development for your peer team to align with Consumables organizational goals.
* Delivering against complex goals where strategy is not defined.
* Making tradeoffs between short-term customer needs and longer-term strategic investment.
* Implementing and tracking key input metrics to measure your team's success in driving growth for customers and evaluate the quality of the end-customer experience.
* Building and cultivating strong relationships with team's customers, along with internal stakeholders; being a trusted advisor and business advocate.
* Monitoring customer satisfaction survey results, and investigating both positive and negative feedback trends. Establishing improvement plans and managing expectations with Customer Success Managers as appropriate.
* Using 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.
* Spotting areas of unnecessary process or inefficiencies and working to remove blockers for Customer Success Managers.
* Identifying, optimizing, and scaling improvements that can benefit a large set of customers, e.g., driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations.
* Participating in hiring efforts across direct team and broader organization. Coaching, mentoring, and developing your team.
**A Day in the Life**
As a Manager, Customer Success, Consumables, Household Essentials, you can expect to:
* 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**
To be successful in this role, you will need:
* 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.
* A Bachelor's degree or equivalent.
* Experience with business analysis and P&L management.
* A proven track record of building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
* Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
* A 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.
* 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**
As a Manager, Customer Success, Consumables, Household Essentials at arenaflex, you will enjoy a competitive salary, comprehensive benefits package, and opportunities for career growth and development. Our inclusive culture empowers Amazonians to deliver the best results for our customers, and we are committed to creating a workplace that is diverse, inclusive, and empowering.
**Compensation**
The base pay for this position ranges from $109,300/year in our lowest geographic market up to $233,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
**How to Apply**
If you are a motivated and experienced leader who is passionate about driving growth and delivering exceptional customer experiences, we want to hear from you! Apply now to become a Manager, Customer Success, Consumables, Household Essentials at arenaflex.