The E-Commerce Customer Success Manager manages merchant service coordinators who are responsible for interaction with merchants on a day-to-day basis regarding operational performance, service, and continuous improvement projects. Works with cross-functional teams to engage in high-priority merchant opportunities that drive the business to the next level in achieving agreed-upon profitability, service, and merchant satisfaction. This position reports to the Senior Director, eCommerce.
While this role is traditionally based on-site, we are open to remote candidates who live within a reasonable commuting distance to Groveport, Ohio. The position will require travel to the site approximately 1–4 times per month. We are also open to candidates who are willing to relocate.
Ideal Candidate: An ideal candidate has 5–7 years of experience in eCommerce, supply chain, or customer success, with a proven track record in managing client relationships and leading teams. They are proficient in Deposco WMS (or similar), Kronos, and Microsoft Office, particularly Excel and Access. They bring project management skills, experience with QBRs, onboarding, and cross-functional collaboration. Strong communication, strategic thinking, and the ability to drive performance through data, dashboards, and SOPs are essential.
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This is a client-facing position responsible for supporting cross-functional teams in support of new business growth. Demonstrated communication skills, program Management/project management skills, and team facilitation skills are required. Experience facilitating workshops, team projects, and client consulting engagements is critical.
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