Job Description

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.

Responsibilities:

• Manages, plans, and develops merchant service coordinators who are responsible for eCommerce client relationships
• Oversees key strategic merchant accounts, working directly with the merchant and/or assigned merchant service coordinator to meet needs and defined success criteria
• Resolves day-to-day issues and identify proactive opportunities to drive value to clients
• Coordinates the involvement of NFI management, including sales, operations, finance, and others, in order to deliver expected delivery performance. Will organize meetings and updates as appropriate
• Works with operations during any new onboarding or start-up process to ensure merchant expectations are achieved
• Leads a joint company strategic account planning process that develops mutual performance and cost objectives for new business
• Creates and monitors dashboards to track performance and expenses
• Ensures detailed SOPs are utilized and updated as required
• Establishes productive, professional relationships with personnel at assigned accounts
• Coordinates QBRs by preparing documents and ensuring appropriate team members from NFI and the merchant participate
• Communicates internal and external obstacles that are limiting growth, service, and profitability
• Defines and articulates business strategies by applying knowledge based on the e-commerce industry
• Responds to ongoing support requests from merchants and merchant service coordinators

Qualifications:

• Degree - BA / BS preferred
• 5 to 7 years’ experience in Supply Chain Management, or customer service
• Proven success in strategic thinking, delivering internal/external results
• Strong acumen in computer software applications using MS Office, Access, Excel, and PowerPoint, as well as warehouse operating systems and Kronos
• Project Management skills
• Excellent oral, written, and communication skills
• Excellent presentation skills
• Must be proactive and able to work independently
• Ability to multitask, prioritize, and manage time effectively
• Quick learner with a strong desire to work in a fast-paced environment
• Ability to travel up to 25%, with extended travel for start-ups/special projects

Other:

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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