Ecommerce Senior Relationship Manager

hace 5 días

Mérida, Yucatán, México Boldr A tiempo completo

Boldr is a global B-Corp dedicated to delivering exceptional Client experiences and creating opportunities for meaningful work in diverse communities.

As an experienced Ecommerce Senior Relationship Manager, you will be responsible for maintaining and nurturing key Client relationships, while supporting the development of Client Experience Managers through mentorship and empowerment.

You will act as a business owner, taking full accountability for the success of your Clients and teams, ensuring they are equipped to meet our commitments with the highest level of quality.

Your role will involve fostering a healthy working environment for our team members by collaborating with other functions and internal stakeholders. You will represent Boldr to our Clients and act as our internal Client across various departments.

You will need to be laser-focused on operational performance and comfortable managing global teams on a daily basis. Your responsibilities will include day-to-day Client communication, performance reporting, training, and escalation management.

Key Responsibilities:

  • Develop and maintain authentic relationships with Gold & Platinum-level Clients and internal stakeholders.
  • Execute reviews of operational performance with Client stakeholders and Boldr leadership when needed.
  • Collaborate with the Head of eCommerce to ensure service excellence and development amongst eCommerce Strategic Business Unit partnerships.
  • Communicate and resolve complex inquiries and concerns in an objective, valid, complete, and timely manner.
  • Help plan and review MSAs and SLAs created by the CX and contracts teams.
  • Manage and support various levels of CX leadership and monitor compliance against SLAs and achievement of Client KPIs.
  • Partner with leadership to ensure documentation is constantly updated, and identify process improvements with Team Captains and their teams.
  • Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
  • Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business opportunities.
  • Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
  • Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.

People Management:

  • Supervise and develop Client Experience Managers through guidance, observation, and performance management activities.
  • Join Client Experience Managers on calls with the Client, team huddles, or coaching sessions where needed to stay updated with all Client and team developments.
  • Work closely with the Head of eCommerce to identify challenges or opportunities amongst your partnerships or leadership.
  • Promote a culture of continuous improvement by providing positive and constructive feedback to team members.
  • Establish, promote, and maintain the Boldr culture within the organization.
  • Understand team member career growth aspirations to enable matching Boldr's needs with team member abilities.
  • Act as the escalation point for Client Experience Managers and direct Team Captains.
  • Responsible for upholding our organization's values throughout the workplace.
  • Monitor achievement of internal and external KPIs and ensure Operational Excellence.
  • Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.
  • Support the successful implementation of company-wide policies, procedures, and tools.

Tools, Administration, and Reporting:

  • Familiarity with Google Suite of Services is required for this role.
  • Experience with Hubspot is a plus.
  • Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations), collect feedback,

Estimated Salary:$120,000 - $150,000 per year, depending on experience and location. This estimate is based on industry standards and market rates for similar positions in the United States.

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