Customer Experience Manager

Job description

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission. By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale. With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order. Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures. As a Customer Experience Manager I, you will serve as the primary liaison between customers and internal teams, including operations, IT, and finance. Your role will focus on understanding client service needs, ensuring smooth execution of service solutions, and optimizing customer experience. By collaborating with cross-functional teams, you will drive operational efficiency, support business transformation efforts, and maintain financial accuracy. Your ability to identify growth opportunities and provide strategic insights will be essential in enhancing service outcomes and fostering long-term customer relationships. What You'll Do: Act as the main point of contact between customers and internal teams to address service needs and ensure business alignment. Identify and communicate client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs. Oversee the management and implementation of complex service solutions to ensure seamless customer program execution. Partner with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance. Lead and coordinate customer business reviews, offering strategic insights and recommendations for service improvement. Audit customer invoices, track outstanding accounts receivable (A/R), and facilitate timely issue resolution for financial accuracy. Maintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution. Collaborate with management to identify and convert growth opportunities into tangible results. What You'll Need: Proven experience in customer experience, account management, or a related field. Strong ability to manage multiple priorities and complex service solutions in a fast-paced environment. Excellent communication and relationship-building skills to work effectively with internal and external stakeholders. Analytical mindset with attention to detail and problem-solving capabilities. Experience with financial processes, including auditing invoices and managing accounts receivable. Ability to lead customer business reviews and provide strategic recommendations. Bonus Points: Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce. Familiarity with service-level agreements (SLAs) and operational metrics. Background in business transformation initiatives or process optimization. Proficiency in CRM or customer service management tools.