Client Experience & Enablement Specialist

Job description

# About Flipp Flipp partners with the largest North American retailers and brands to deliver local promotions and savings to millions of engaged shoppers daily, driving superior returns on investments. We help people make smarter shopping decisions with autonomy and accountability. With rising living costs, Flipp's mission is crucial. Our Shopper Consideration Platform allows retailers and manufacturers to create digital experiences from their savings & deals content, aiding shoppers in deciding what to buy and where to buy it. Together, we make a difference. In 2024, Flipp joined forces with the European company [Shopfully](https://shopfully.com/), creating a global leader in the sector. Together, we reach 400 million households and serve over 1,000 top retailers and brands across 27 markets, including Europe, Canada, the USA, Latin America, and Australia. Our five principles, Progress Over Perfection, Clarity Through Transparency, Learn Loudly, Challenge with Empathy, and Always Build Better, bring a relentless progress mindset to life. They’re not just slogans, but they’re the behaviours we expect, reward, and hold ourselves accountable to. You'll be equipped to make an impact, realize your potential, and stay inspired every step of the way. The Specialist, Client Experience & Enablement (CXE) is a highly autonomous, consultative account management, and technical execution role responsible for safeguarding Flipp’s premier revenue engines, expanding its global market, and actively driving product monetization. Operating within a specialized, dual-track pod structure, the Specialist owns the strategic health, technical execution, and operational performance of either a high-revenue Core enterprise portfolio, or a high-velocity Longtail & Onboarding portfolio. ### **What you'll get the opportunity to do:** #### **Enterprise Portfolio Optimization & Revenue Safeguarding** - **Multi-Banner Portfolio Architecture:** Manage complex parent-subsidiary corporate structures (e.g., major national accounts encompassing 1–20+ distinct retail banners). Maintain flawless subject-matter expertise across varying banner rules, distinct weekly content cycles, and unique regional consumer behaviours. - **SLA Acceleration & Process Optimization:** Proactively re-engineer internal and external workflows to expedite standard 5-day domestic lead times down to a hyper-efficient 1-to-4-day turnaround, enhancing platform agility for enterprise clients. - **Beta Product & Innovation Testing Deployment:** Serve as the primary technical deployment partner for high-value clients pioneering new product features, and beta tests. Architect, configure, and validate highly customized, manual system setups to ensure flawless execution of non-standard client experiments. - **Value Creation:** Protect and grow accounts generating the top ~80% of corporate revenue through proactive risk identification, intense quality assurance, and aggressive optimization of high-volume weekly content lifecycles. #### **High-Velocity Scaling & Global Integration** - **Global Onboarding & Forecast Management:** Lead the end-to-end technical onboarding lifecycle for all net-new domestic and international retailers forecasted by the New Business team, as well as all AdAdaptive campaigns, driving Flipp’s expansion across North America, Mexico, Brazil, and Colombia (via the Shopfully global merger). - **SLA Acceleration & Pivot Management:** Engineer and execute compressed, high-velocity quality assurance workflows to meet ultra-tight international Service Level Agreements (SLAs)—successfully compressing standard 5-day domestic lead times down to 1-to-2-day turnarounds for Latin American markets. - **Mass Portfolio Escalation Management:** Act as the ultimate technical escalation point and operational backstop for automated and outsourced workflows spanning hundreds of longtail retail accounts. #### **Shared Universal Responsibilities (Revenue, Strategy, & Innovation)** - **Monetization & Revenue Generation Strategy:** Proactively identify and flag un-monetized "secondary content" submitted by retailers. Partner directly with the internal Sales team to architect monetization strategies, contributing to an aggressive 20% year-over-year lift in secondary content revenue. - **Voice of the Customer (VoC) Advocacy:** Design, synthesize, and maintain comprehensive VoC documentation detailing client desires, content structures, and systemic friction points. Orchestrate a high-impact monthly data pull to equip the Sales team with deep operational insights for executive-level client strategy sessions. - **Continuous Improvement & Innovation:** Actively discover and deploy continuous improvement initiatives to streamline proprietary system pipelines, eliminating low-value technical bottlenecks and optimizing resource allocation. - **Consultative Account Management:** Interface directly with senior external client champions using precision questioning to uncover underlying business challenges, translating abstract needs into concrete technical deployment strategies. - **Engineering Liaison & Technical Triage:** Independently investigate, diagnose, and resolve complex frontend system anomalies and data discrepancies. Formulate high-fidelity, engineering-grade bug reports, serving as the trusted link between enterprise accounts and internal Software Engineering teams. ### **What you'll bring to the team:** - 1-3 years of experience coordinating projects - 1-3 years of experience working with clients/customer service and building relationships # Our promise to each other: | | | | --- | --- | | **What we bring:** | **What you bring:** | | - An inclusive, collaborative environment where your voice matters - A remote-first environment - The tools and opportunities you need to grow and develop - Every opportunity to own your success | - Your authentic self, every day - Your best work, from anywhere - An appetite for learning, curiosity, and a growth mindset - Motivation, initiative and the mind of an entrepreneur | # Here's how to apply: This position is currently vacant and open for applications. If you’re interested in working with us on the future of shopping, fill out the fields below and submit your application. While experience and skill sets are valuable, growth potential and attitudes are equally important. If you’re prepared to grow dramatically with your team at a world-class learning organization, consider applying. We understand that the most creative solutions require diversity in thought and life experiences. Flipp is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, creed, sex, national or ethnic origin, sexual orientation, age, citizenship, marital status, family status, disability, or gender identity or expression or any other protected grounds. We are proud to be a welcoming space for employees, of every background, to bring their whole selves to work with confidence. Flipp is committed to providing appropriate accommodations to ensure our selection process is equitable, and such accommodations can be made available on request. If you require an accommodation, please contact your dedicated recruiter directly. Hiring is a deeply human process; therefore, we use AI in limited, administrative ways to help streamline our hiring process. An AI-powered scheduling tool assists with coordinating interviews, and our applicant tracking system may use AI to identify relevant keywords within applications. We do not use AI to assess your application, make hiring decisions, or conduct interviews. All evaluations are completed by real people. A member of our recruitment team will respond to you in the coming weeks.