Wholesale Experience Manager — Partner Success

Horizon Hobby; Champaign (IL); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

HSA/FSA

Disability Insurance

Life Insurance

401(k) with company match

Paid Time Off

Paid Holidays

Product Discounts

Additional Insurance

Job summary

Horizon Hobby in Champaign, IL is seeking a Wholesale Experience Team Manager to lead the day-to-day operations of the Experience Team. You will resolve partner inquiries with care and design experiences that build loyalty across retail partners.

The role requires 5+ years in customer service supervision, exceptional communication, and hands-on use of Zendesk, Salesforce, or Freshdesk. This on-site position offers standard hours and a comprehensive benefits package.

Qualifications

• 5+ years in a customer service supervisory role with a track record of managing and motivating teams
• Excellent communication, interpersonal, and leadership skills that build trust with retail partners and team members alike
• Strong analytical instincts and the ability to turn insights into action
• Hands-on experience with customer service platforms like Zendesk, Salesforce, or Freshdesk
• Solid grasp of customer service best practices and emerging trends, with the ability to adapt to a fast-paced environment

Responsibilities

• Lead the day-to-day operations of the Experience Team, ensuring inquiries, issues, and complaints are resolved quickly and professionally
• Monitor and analyze retail partner feedback and satisfaction metrics to design strategies that improve the partner experience
• Coach and mentor team members to deliver exceptional service and advance their careers
• Design and implement processes that raise consistency, efficiency, and service quality
• Collaborate with other departments to align Experience Team initiatives with broader business goals
• Serve as escalation point for complex partner issues and resolve them with the team
• Maintain accurate records and report on interactions, performance, and trends
• Conduct regular performance evaluations and provide growth-focused feedback

Skills

Leadership

Communication

Problem solving

Results driven

Customer service

Tools

Zendesk

Salesforce

Freshdesk

Job description

Horizon Hobby in Champaign, IL is seeking a Wholesale Experience Team Manager to lead the day-to-day operations of the Experience Team. You will resolve partner inquiries with care and design experiences that build loyalty across retail partners.

The role requires 5+ years in customer service supervision, exceptional communication, and hands-on use of Zendesk, Salesforce, or Freshdesk. This on-site position offers standard hours and a comprehensive benefits package.