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Head of Account Management

  • Account Management
  • Full-time
  • New York, NY
  • Remote friendly

CALA is in search of a Head of Account Management to lead our Account Management team to deliver an incredible customer experience. A successful Head of Account Management candidate will have experience managing, growing and mentoring a customer-facing team. The Head of Account Management will report to the Director of Customer Experience.

Responsibilities

  • Establish processes and metrics to measure and continuously improve CALA’s service to our customers

  • Work with every team at CALA to provide feedback and recommendations about internal and external process, with the mission of delivering an incredible customer experience

  • Manage and grow the Account Management team

  • Document Account Management practices/procedures and take ownership of the onboarding process for new Account Management employees

  • Own and report on Account Management metrics

  • Ensure quick and successful onboarding/offboarding of customers

Qualifications

  • Experience growing and scaling successful apparel brands

  • Experience directly managing and mentoring a customer-facing team

  • Experience hiring and onboarding new employees

  • Experience in E-Commerce operations and systems

  • Strong Microsoft Excel skills

  • Experience measuring and improving customer-centric metrics like CSAT, PMF and NPS.

  • Excellent written and oral communication skills

  • Excellent problem solving skills

Remote restrictions

  • Workday must overlap by at least 5 hours with New York, NY, USA
  • Must be a resident of United States