Wholesale Experience Lead - Partner Success

Experience Champaign Urbana; Champaign (IL); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision

HSA and FSA options

Short‑Term and Long‑Term Disability

Life Insurance and Supplemental Life

401(k) with company match

Paid Time Off

Paid Holidays

Internal Rewards

Discounts on Products

Additional Insurance coverage

Job summary

Horizon Hobby in Champaign, IL seeks a Wholesale Experience Team Manager to lead the day-to-day operations of our Experience Team and deliver exceptional retail partner experiences.

You will design cross-functional processes, coach a high-impact team, track partner satisfaction, and align initiatives with business goals to strengthen loyalty and drive measurable impact.

This full-time, on-site role offers Monday–Friday 8am–5pm and a base salary in the $50k–$60k range with potential bonus.

Qualifications

• Proven leadership 5+ years in a customer service supervisory role, with a track record of managing and motivating teams to hit their potential
• Standout communication Excellent communication, interpersonal, and leadership skills that build trust with retail partners and team members alike
• Creative problem-solving Strong analytical instincts and the creativity to turn tricky challenges into smart, lasting solutions
• A results‑driven mindset Demonstrated success developing and implementing strategies that move the needle on partner satisfaction
• Technical fluency Hands on experience with customer service platforms like Zendesk, Salesforce, or Freshdesk
• Industry know how Solid grasp of customer service best practices and emerging trends, with an eye toward what's next
• Comfort with pace and change Thrives in a fast‑paced, dynamic environment where priorities shift and no two days look the same
• A natural motivator A track record of energizing teams, driving engagement, and getting the best out of the people you lead

Responsibilities

• Lead the Experience Team daily operations; resolve partner inquiries with care and professionalism
• Monitor partner feedback and satisfaction metrics; design strategies to improve experience
• Coach and mentor team members to develop skills and advance careers
• Design processes to improve consistency, efficiency, and service quality
• Collaborate with other departments to align initiatives with business goals
• Escalate complex partner issues and resolve them with the team
• Maintain records and report on interactions and trends to guide decisions
• Conduct regular performance evaluations and provide constructive feedback

Skills

Leadership

Communication

Problem solving

Results driven

Zendesk

Salesforce

Freshdesk

Tools

Zendesk

Salesforce

Freshdesk

Job description

Horizon Hobby in Champaign, IL seeks a Wholesale Experience Team Manager to lead the day-to-day operations of our Experience Team and deliver exceptional retail partner experiences.

You will design cross-functional processes, coach a high-impact team, track partner satisfaction, and align initiatives with business goals to strengthen loyalty and drive measurable impact.

This full-time, on-site role offers Monday–Friday 8am–5pm and a base salary in the $50k–$60k range with potential bonus.