Director, E-Commerce

Summary

Join Boldr's growing team as the Director of E-Commerce SBU! You will co-create and execute strategies to expand client relationships, acting as a subject matter expert and identifying key trends. This role demands strong leadership, client management, and operational excellence skills. You will mentor Client Experience Managers, ensuring SLA compliance and KPI achievement. You'll also be responsible for contract negotiations, business development, and maintaining strong internal and external relationships. This position requires a proactive, self-motivated individual with a passion for client satisfaction and a proven track record in leadership and client support.

Requirements

• 4+ years experience in progressively complex leadership roles with a focus on people management & client support
• Familiarity with Google Suite of Services is a must for this role
• Proficiency in data analysis and strategic planning

Responsibilities

• Build and sustain strong relationships with e-Commerce clients and internal teams, fostering trust and collaboration
• Lead performance reviews with client stakeholders and Boldr leadership to ensure alignment and continuous improvement
• Partner with key departments to resolve complex client issues and drive operational excellence
• Ensure timely, objective resolution of inquiries while maintaining updated documentation and driving process improvements
• Manage and mentor Client Experience Managers, ensuring SLA compliance and KPI achievement
• Review and approve MSAs, SLAs, and other contracts in collaboration with the CX and contracts teams
• Develop relationships within client organizations to identify and drive growth opportunities
• Lead client contract renewals and negotiations to secure long-term partnerships
• Partner with our Director of Global Client Success to drive value with our Top Tier Clients
• Maintain accurate client records and invoicing in HubSpot while addressing billing issues and accounts receivable
• Stay informed on e-Commerce trends, challenges and innovation opportunities that provide insights and act as a thought leader for Boldr, and as a trusted advisor for our Clients
• Utilize industry knowledge and best practices to guide collaborative strategies with clients
• Mentor and develop Client Experience Managers through regular guidance, coaching, and performance management
• Join client calls, team huddles, and coaching sessions to stay informed on client and team dynamics
• Foster growth with tailored development plans and constructive feedback, addressing performance issues as needed
• Uphold and promote Boldr’s values and culture across the organization
• Support team members' career growth by aligning their abilities with organizational needs
• Oversee achievement of KPIs and SLA compliance, addressing gaps through root cause analysis and team accountability
• Act as an escalation point for Team Captains to resolve complex issues promptly
• Utilize performance excellence experience to guide performance improvements and support management in developing, implementing and presenting action plans to team members and clients
• Champion and implement company-wide policies, processes, and tools, driving continuous improvement and operational success
• Maintain an open door policy by welcoming and encouraging questions and/or needs for additional support and guidance where significant changes have been made
• Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations), collect feedback, and drive necessary actions to completion
• Advocate for any necessary training or upskilling that is trending and promote best practices related to Tools and Processes
• Onboard new managers within the e-Commerce SBU to ensure they are fully ready to succeed in their role
• Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement
• Provides input and communication to drive Client Success improvement for all Clients, enterprise-wide

Preferred Qualifications

• Knowledge of BPO, Staffing, Tech, or other Business Service Industries strongly preferred
• Experience in e-Commerce is an advantage
• Experience with Hubspot is a plus
• Curious and authentic
• An excellent communicator across all stakeholders
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about Client satisfaction
• Proactive and self-motivated
• Borderline obsessive, curious, keen to learn, grow, and inspire to share your skills and talents with the team
• A confident yet humble servant leader who is self-aware and willing to ask for help
• A quick learner
• Adept at giving as well as taking direction
• Able to understand and prepare for the impact of a simple “yes”; able to provide alternative solutions when “no” is necessary
• Able to DO and DELEGATE; understand the different circumstances where each is necessary
• Purposeful with a sense of urgency
• Able to connect with team members, Clients, and internal customers
• Able to manage conflict, redirect differences towards a common goal
• You have the ability to Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times
• Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations
• Read, research, and draft letters, emails, and documents
• Identify complex problems and review related information to develop and evaluate options and implement solutions
• Speaking in a public setting and delivering presentations to individuals and groups
• Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences
• Use all Google Suite products

Benefits

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development
• Mental Health Program
• Philhealth Coverage