Job description
Why ShipMonk?
ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Dayton, NJ, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom and Prague, Czech Republic.
The VP of Client Experience a key player in the growth of our organization. As the VP, you are responsible for a team of directors, managers, account executives and client experience representatives. You are responsible for driving team growth and development with the goal of delivering best-in-class service to merchants. The Vice President of Client Experience will lead, while also collaborating with other departments to ensure the goal of merchant satisfaction as ShipMonk continues to “stress less and grows more”.
What you'll do:
- The Vice President of Client Experience will be strategic in developing a team of directors, managers, account executives, and individual contributors
- Recruit, train, mentor, and scale teams in a growing organization
- Drive positive client success outcomes through collaboration, strategy, and goal setting
- The VP of Client Experience will develop frameworks for the team to leverage in merchant engagements
- Create and integrate standardized playbooks for interventions and escalations across the client experience team
- Define, measure, and improve the effectiveness of client success
- Build and maintain strong relationships with merchants while understanding their business goals
- Establish, track, analyze, and communicate key quantitative metrics and business trends internally and for distribution to merchants
- Collaborate with operations stakeholders including warehouse GMs and Operations leaders to resolve escalated issues and drive ongoing improvements
- Manage the processing of fulfillment and shipping claims at a strategic level
What you'll need:
- Experience building and leading a client success team, ideally in 3-PL or a B2B fulfillment environment
- Experience scaling a successful team
- Previous management of portfolios ~$100M
- Leadership influence through persuasion, negotiation, and consensus-building
- Strong empathy for clients and passion for revenue and growth factors across an organization
- Deep understanding of value drivers in recurring revenue business models
- Proven ability to motivate and focus teams, as well as being an empathetic leader
- Ability to create a meaningful cadence of QBRs with standardized KPIs and metrics
- Bachelor's Degree is strongly preferred
- 6+ years of experience in B2B customer service and/or merchant services
- 10+ years of team leadership experience
- 5+ years of supply chain or logistics industry experience highly preferred
We are exceptionally proud of our dedicated, brilliant ShipMonkers - the employees who collaborate to provide first-class service, solve problems, and collaborate to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.
Perks Of Being a ShipMonker
Full health benefits coverage (medical, dental, vision)- Unlimited Paid Vacation Time
- 401(k) retirement plan
- Dog-friendly workplace
- Wellness program (onsite gym, healthy snacks)
- Fun work environment (trampoline, ping pong table & games)
- Referral Bonus Program ShipMonk is an equal opportunity employer.
We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
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