Senior Manager, Customer Service

Decamarx, LLC; Streetsboro (OH); Presencial; USD 140.000 - 180.000; Jornada completa

Descripción de la vacante

Decamarx is seeking an experienced Director of Customer Service to lead the transformation of customer service across our portfolio of e-commerce brands. This role unifies teams, standardizes processes, and builds a high-performing organization with clear metrics.

You will oversee customer service and inside sales, partnering with Sales, Operations, Marketing, Supply Chain, and Brand Leadership to align workflows, technology, and KPIs to drive growth and customer satisfaction.

Formación

• Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent professional experience.
• 7+ years of progressive leadership experience in customer service, customer operations, or customer support with expert knowledge in CRM and other Customer Service related platforms, e-commerce experience required.
• Demonstrated success leading customer service teams across multiple locations, brands, or business units.
• Experience building, managing, or partnering closely with inside sales organizations.
• Strong operational mindset with experience implementing processes, systems, and performance metrics.
• Proven ability to lead organizational change and successfully manage cross-functional initiatives.
• Excellent leadership, communication, coaching, and relationship-building skills.
• Strong analytical and problem-solving abilities with experience using data to drive business decisions.
• Consumer products or e-commerce experience strongly preferred. Experience within the pet or equine industries is a plus.

Responsabilidades

• Build out and lead the transformation of a unified customer service strategy across multiple portfolio brands by integrating teams into a unified function with standardized processes, systems, service levels, and performance metrics.
• Serve as the functional leader for customer service and inside sales, developing long-term strategies that support scalable growth across the portfolio.
• Develop and lead high-performing customer service and inside sales teams, fostering a culture of accountability, collaboration, continuous improvement, and customer-centricity.
• Establish and optimize workflows, technology, reporting, and KPIs to improve operational efficiency, service quality, and business performance across all brands.
• Design and implement scalable customer service and inside sales strategies that enhance the customer experience while driving revenue growth through customer retention, cross-selling, and proactive account management.
• Partner cross-functionally with Sales, Operations, Marketing, Supply Chain, and Brand Leadership to align customer-facing processes, resolve operational challenges, and support strategic business objectives.
• Lead organizational change initiatives, successfully integrating multiple teams and operating models into a cohesive, high-performing organization.
• Analyze customer, operational, and sales performance data to identify trends, recommend improvements, and implement solutions that drive measurable business results.

Conocimientos

Leadership

CRM platforms

Data analysis

Cross-functional collaboration

E-commerce experience

Strategic planning

Communication

Educación

Bachelor's degree in Business, Marketing, or Communications

Herramientas

CRM platforms

Descripción del empleo

Reports to: Simon Power; Director of Sales at Decamarx

ABOUT THE COMPANY

Decamarx is a wide-ranging portfolio of brands within Tenth Avenue Holdings that spans apparel, home goods, pet products, jewelry, and skincare. Our goal is to accelerate growth through elevated brand-building and world-class marketing creative that’s beautifully crafted, strategically sharp, and built to drive results

OVERVIEW

We are seeking an experienced leader and results-driven Director of Customer Service to lead the transformation of customer service across our portfolio of e-commerce consumer brands is a highly visible leadership role responsible for creating a unified customer service organization, standardizing processes and systems, and driving a consistent customer experience across multiple brands. This is a builder role for a leader who thrives in architecting organized change, enjoys developing teams, and can successfully lead cross-functional initiatives.

WHAT YOU’LL DO

• Build out and lead the transformation of a unified customer service strategy across multiple portfolio brands by integrating teams into a unified function with standardized processes, systems, service levels, and performance metrics.
• Serve as the functional leader for customer service and inside sales, developing long-term strategies that support scalable growth across the portfolio.
• Develop and lead high-performing customer service and inside sales teams, fostering a culture of accountability, collaboration, continuous improvement, and customer-centricity.
• Establish and optimize workflows, technology, reporting, and KPIs to improve operational efficiency, service quality, and business performance across all brands.
• Design and implement scalable customer service and inside sales strategies that enhance the customer experience while driving revenue growth through customer retention, cross-selling, and proactive account management.
• Partner cross-functionally with Sales, Operations, Marketing, Supply Chain, and Brand Leadership to align customer-facing processes, resolve operational challenges, and support strategic business objectives.
• Lead organizational change initiatives, successfully integrating multiple teams and operating models into a cohesive, high-performing organization.
• Analyze customer, operational, and sales performance data to identify trends, recommend improvements, and implement solutions that drive measurable business results.

WHAT DOES SUCCESS LOOK LIKE?

Within the first 12-18 months, you will have…

• Successfully integrated customer service operations and strategy across the portfolio into a unified function.
• Established standardized processes, KPIs, and service level expectations across all brands.
• Built and launched an inside sales organization capable of generating incremental revenue.
• Improve customer satisfaction, operational efficiency, and team performance while creating a scalable foundation for future growth

WHO YOU ARE

• Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent professional experience.
• 7+ years of progressive leadership experience in customer service, customer operations, or customer support with expert knowledge in CRM and other Customer Service related platforms, e-commerce experience required.
• Demonstrated success leading customer service teams across multiple locations, brands, or business units.
• Experience building, managing, or partnering closely with inside sales organizations.
• Strong operational mindset with experience implementing processes, systems, and performance metrics.
• Proven ability to lead organizational change and successfully manage cross-functional initiatives.
• Excellent leadership, communication, coaching, and relationship-building skills.
• Strong analytical and problem-solving abilities with experience using data to drive business decisions.
• Consumer products or e-commerce experience strongly preferred. Experience within the pet or equine industries is a plus.