Job Description

RevolutionParts is not just a pioneering force in the automotive eCommerce realm; we're actively seeking passionate and talented individuals to join our squad of Revolutionaries (yes, that's what we call ourselves!). As leaders in providing streamlined, user-friendly solutions, we empower automotive brands to maximize online sales. Our commitment to technology, top-notch customer service, and a profound understanding of the automotive market sets us apart. If you're ready to revolutionize the eCommerce space for automotive parts and accessories, consider joining our dynamic team of Revolutionaries.

We are seeking a highly skilled Senior Customer Experience Manager to lead our enterprise seller success team, focusing on automotive dealer groups and large online sellers in the parts and accessories industry. This role is pivotal in ensuring the onboarding, growth, and retention of our enterprise sellers, guiding them through the intricacies of digital marketing and multi-channel sales strategies.

Additionally, they use data analysis and customer feedback to make informed decisions that drive sales and enhance the overall performance of their assigned enterprise seller accounts. In the context of RevolutionParts, the Senior Customer Experience Manager does all of the above as a trusted advisor to the enterprise clients who partner with RevolutionParts to build and grow their automotive parts eCommerce business. This role requires both the above technical and business skills as well as the consultative skills to ensure landing the eCommerce strategies with the client.

The best candidates have hands-on experience in managing sellers in an eCommerce business and/or in managing an eCommerce business themselves, including:

Enterprise Seller Management: Develop and maintain strong relationships with enterprise sellers, understanding their business needs and providing tailored solutions to enhance their success and continued investment using our platform.

Onboarding and Training: Lead the onboarding process for new enterprise sellers, ensuring a smooth transition to our platform. Provide comprehensive training on our software, digital marketing best practices, and multi-channel selling strategies.

Growth Strategy Development: Collaborate with sellers to develop and implement growth strategies, focusing on increasing sales through eBay, eCommerce websites, Amazon, and other relevant channels.

Performance Analysis: Regularly analyze seller performance data to identify trends, opportunities for growth, and areas for improvement. Provide actionable insights and recommendations to enterprise sellers.

Team Leadership: Lead a team of five account representatives, ensuring they are motivated, trained, and equipped to support enterprise sellers effectively. Foster a collaborative and high-performing team environment.

Digital Marketing Expertise: Leverage your understanding of digital marketing concepts to advise sellers on SEO, PPC, email marketing, social media, and other strategies to drive traffic and sales.

Feedback Loop: Serve as the primary liaison between enterprise sellers and our product development team, relaying feedback and requests to inform future product enhancements and features.

Responsibilities:

eCommerce Strategy Advisory: Act as a trusted advisor to clients, providing expert guidance to enhance their eCommerce strategies in the automotive parts industry while fully leveraging the features of the RevolutionParts platform.
Market Analysis and Client Education: Conduct market research and educate clients on demand trends, customer preferences, and competitive practices in the P&A sector across various channels.
Partnership Building: Build a trusted partner relationship with enterprise customer contacts and executive sponsors and develop strategies to meet your customer needs and objectives Client Relationship Management: Lead Customer Experience Managers and Associates to establish and maintain strong relationships with clients, understand their unique needs and challenges, and flex our approaches to accommodate their dynamic needs.
Subject Matter Expert: Serve as an SME on eCommerce strategies specifically tailored to enterprise sellers, including channel mix, pricing strategies, seller performance, and product assortment.
Collaborative Planning: Work with clients to develop tailored promotional campaigns and merchandising events to optimize their online sell-through and enhance customer engagement.
Data Analysis and Performance Tracking: Employ data analytics to track client performance across key output (Sales, profits) and input (pageviews, conversions, AOV, etc.) metrics, offering insights and recommendations for improvement, while building standardized playbooks for team members to implement across enterprise selling partners.
Digital marketing & Site Experience: Work closely with digital marketing and site experience/product teams for customer targeting and conversions. Develop programs for new customer acquisition and retention.

Requirements:

Bachelor’s degree in business administration, Marketing, or a related field preferred or commensurate experience
Experience: Minimum of 10 years in account management or customer success roles, specifically working with automotive dealer groups or large online sellers of parts and accessories or hands-on experience in running a parts and accessories eCommerce business.
Automotive industry knowledge required
eCommerce Expertise: Hands-on experience with sales on eBay, eCommerce websites, and Amazon is essential. Familiarity with the parts and accessories market is highly preferred.
Leadership Skills: Proven ability to lead and motivate a team, with excellent communication and interpersonal skills
Digital Marketing Knowledge: Strong understanding of digital marketing concepts and strategies, including SEO, PPC, email marketing, and social media marketing
Analytical Abilities: Strong analytical skills, with the ability to interpret data and provide strategic recommendations.
Technical Proficiency: Comfortable with using eCommerce platforms, CRM software, and data analysis tools
Solid proficiency in data analytics and performance management via data and insights
Experienced in defining customer/user experience to maximize conversions and repeat behavior
Proficient in digital marketing strategies, especially knowledge in multi-channel marketing, marketing mix optimization
Exceptional communication and relationship-building skills
Hands-on experience with selling automotive parts and accessories required
Customer Orientation: Dedicated to understanding and meeting the needs of end customers and clients
Highly polished communication and negotiation skills with all levels of internal/external organizations
Proficiency with PowerPoint of Google Slides
Proficiency with MS/Office, especially Excel/Gsheets
Comfortable working with data and reporting to extract insights and inform path to success
Strategic Advisor: Capable of providing insightful, actionable advice to clients
Highly analytical: Leverages data and insights to drive meaningful outcomes
Results-driven: Focused on achieving sales and performance targets

Are you not sure you meet 100% of the qualifications?You should still give it a shot! Research shows that men will apply to a job when only meeting 60% of the requirements, whereas women and members of other underrepresented groups typically only apply when they meet every single requirement. At Revolution Parts, we are Revolutionaries. We build tools, products, and our people. We value diversity in backgrounds and thoughts, so take a shot and apply! Please highlight some of your accomplishments in your resume and cover letter so we can talk about how you can grow with us.

RevolutionParts is proud to provide all full-time Revolutionaries with a comprehensive employment package including competitive compensation, career development, benefits, 401K match, parental leave, and many more valuable perks. You can learn more about our core-value driven culture at our career page.

RevolutionParts is an Equal Opportunity Employer; we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status.

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