PFSW Company Statement:
PFS is the premier eCommerce order fulfillment provider. In short, we provide the behind-the-scenes operations for brand’s online stores. We pick, pack, and ship our clients’ products around the world – with a bunch of added flair. We personalize our packages, we help our clients’ customers with phone, email, and chat support, and we have a strong fraud team who ensure secure payment processing. Not to mention, a technology system that facilitates making orders, returns, and everything in-between.

Business Management Director

The Director of Business Management is responsible for supporting organization growth by overseeing a multi-client and multi-service portfolio & providing strategic client direction. The ideal individual will be able to operate with significant autonomy and latitude to deliver client and PFS objectives. The Director of Business Management is accountable for P&L performance and growing existing client revenue through managing client satisfaction & building strategic alignment within the client & PFS executive teams.

**This position can be home based or remotely located within the United States.

Responsibilities

• Manage multiple client programs and engagement teams concurrently
• Work with team to maintain overall client satisfaction
• Manages client relationship at senior executive levels and becomes an extension of the client’s business
• Understands the unique opportunities and challenges of the markets in which clients operate and identifies opportunities to meet the client's business needs
• Shepherd change management by providing solutions for complex issues where no precedence may exist
• Has a clear understanding of client’s marketing and business goals, and delivers measurable plan and roadmap to help client achieve those goals with PFS
• Effectively persuade and influence others by presenting compelling and thought-leading proposals to drive additional business
• Collaborate with the functional teams on website, call center, fulfillment, credit, and IT operations and process improvements
• Drive action plans associated with client initiatives
• Conduct regular analysis of programs to identify business opportunities and marketing initiatives. Use the data to make recommendations on business improvements
• Liaison with the operational leaders to create a unified customer experience
• Effectively communicate at an executive level, both internally and externally
• Provide consultative support for clients in an effort to drive down costs and/or secure additional business
• Assist with internal sales opportunities as a representative of Client Services
• Demonstrate strong communication skills and understanding of PFS goals by leading contract renewals & negotiations

Qualifications

• Bachelor’s degree, Required
• 7+ years relevant work experience in a client facing role, Required
• Experience in call center, fulfillment, or digital operations.
• Experience in a service organization
• Experience managing a team, Required
• End-to-end eCommerce experience and knowledge
• Strong understanding of user experience and consumer expectations/trends
• Ability to work closely with clients and peers to continue to understand and anticipate their needs
• Proven ability to demonstrate and exceed client expectations and incorporate urgency and strong service ethic into all aspects of the job
• P&L and legal contract experience, Required
• Occasional travel is required (25%)

Personal Characteristics

• Excellent written and verbal communications skills
• Excellent presentation skills
• Strong work ethic
• Sound problem solving skills, and proactive efforts in seeking solutions to problems
• Business analysis skills
• Strong interpersonal relationship skills
• Skilled at prioritization and multi-tasking
• Exhibits strong leadership skills
• Customer focused

Pre-employment background screening will be conducted.

PFSweb Inc. is an EEO/AA - M/F/Disability/Protected Veteran Status employer.