Director, E-commerce

**A LITTLE BIT ABOUT Boldr**:

- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
- We are a global team, united by our desire to connect diverse people with common values for bolder impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

**LET’S START WITH OUR VALUES**:

- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships, we’ll always find EMPATHY

**WHAT IS YOUR ROLE**:
We are seven years into our journey and are excited to be evolving our approach to our Client relationships. As such, Boldr is deploying a Strategic Business Unit (SBU) focus.

In this role, you will have the opportunity to engage with clients in pre-sales and post-sales. You will be responsible for the overall health of this strategic business unit.

We’re looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our Client Experience leadership team.

In this role, you are responsible for maintaining and nurturing Boldr’s Client relationships and developing and empowering Boldr’s CX Managers to succeed. You will act as a business owner, taking full accountability for the success of your Clients and team members, ensuring they are fully equipped to meet our clients' commitments and do so with the highest quality.

You will help foster a healthy working environment for our team members. You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and daily management and mentorship of global Client Experience Managers.

**WHAT WILL YOU DO**:
**Client Relationship Management**
- Build and sustain strong relationships with e-Commerce clients and internal teams, fostering trust and collaboration.
- Lead performance reviews with client stakeholders and Boldr leadership to ensure alignment and continuous improvement.

**Cross-Functional Collaboration**
- Partner with key departments to resolve complex client issues and drive operational excellence.
- Ensure timely, objective resolution of inquiries while maintaining updated documentation and driving process improvements.

**Strategic Oversight**
- Manage and mentor Client Experience Managers, ensuring SLA compliance and KPI achievement.
- Review and approve MSAs, SLAs, and other contracts in collaboration with the CX and contracts teams.

**Business Development**
- Develop relationships within client organizations to identify and drive growth opportunities.
- Lead client contract renewals and negotiations to secure long-term partnerships.
- Partner with our Director of Global Client Success to drive value with our Top Tier Clients

**Operational Accountability**
- Maintain accurate client records and invoicing in HubSpot while addressing billing issues and accounts receivable.

**Industry Leadership**
- Stay informed on e-Commerce trends, challenges and innovation opportunities that provide insights and act as a thought leader for Boldr, and as a trusted advisor for our Clients
- Utilize industry knowledge and best practices to guide collaborative strategies with clients.

**Leadership and Development**
- Mentor and develop Client Experience Managers through regular guidance, coaching, and performance management.
- Join client calls, team huddles, and coaching sessions to stay informed on client and team dynamics.
- Foster growth with tailored development plans and constructive feedback, addressing performance issues as needed.

**Culture and Values**
- Uphold and promote Boldr’s values and culture across the organization.
- Support team members' career growth by aligning their abilities with organizational needs.

**Operational Excellence**
- Oversee achievement of KPIs and SLA compliance, addressing gaps through root cause analysis and team accountability.
- Act as an escalation point for Team Captains to resolve complex issues promptly.
- Utilize performance excellence experience to guide performance improvements and support management in developing, implementing and presenting action plans to team members and clients.

**Change Leadership**
- Champion and implement company-wide policies, processes, and tools, driving continuous improvement and operational success.
- Maintain an open door policy by welcoming and encouraging questions and/or needs for additional support and guidance where significant changes have been made.

**Tools, Administration, and Reporting**
- Familiarity with Google Suite of Services is a must for this role.- Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr
- Experience with Hubspot is a plus.
- Maintain Client schedule (Weekly Updates