ECommerce Strategy & Customer Manager

US-MA-Framingham
Category
Product
Type
Regular Full-Time

The Company

Department:   eCommerce

About Globoforce, Inc.

 

Globoforce is a leading provider of social recognition solutions, helping companies build stronger, more human cultures through the power of thanks. Named one of the Best Workplaces by the Great Place To Work® Institute, Globoforce is trusted by some of the most admired companies in the world to inspire and energize employees and create best places to work. Our award-winning SaaS technology and proven methodologies empower HR and business leaders to take a modern, more strategic approach to recognition programs. What results is measurable business success, qualified by increases in employee engagement, retention and productivity. The company pioneered the WorkHuman movement, created to galvanize organizations and leaders worldwide to create a more human workplace. Globoforce is co-headquartered in Southborough, Massachusetts, and Dublin, Ireland.

We have a vision to help build the best, most admired company cultures in the world. It starts with our own culture. If you work with us, you’ll be inspired by your colleagues, delighted by our customers, and driven by our collective energy and momentum… because at Globoforce, we all understand that we’re part of something big.

Our best practices and technology are at the heart of the world’s most successful worldwide recognition programs. Recently named Great Place to Work 2016, Digital Technology Company of the Year (Irish Software Association, 2015), as well as named one of the Top Places to Work in Massachusetts (Boston Globe, 2015), Globoforce continues to impact and transform the fundamental nature of organization’s cultures around the globe.

Unlock full potential. Celebrate positive moments, every day. We at Globoforce, make workhuman.

 

ECommerce at Globoforce:

 

 

Globoforce employs a unique business model that combines a sophisticated SaaS platform with an ecommerce-based redemptions experience that enables the employees at our partner clients to purchase merchandise, gift cards, services and experiences with the points they receive through our recognition program.  Our mission as an ecommerce team is to engage and inspire this captive audience and delight our customers with the content, site experience, and assortment that makes each recognition moment truly special and memorable. 

 

We are in rapid expansion mode across the organization and are building the ecommerce team needed to shape and execute on our vision and plan for taking our redemptions experience and offering to the next level, further differentiating us in the space and supporting our overall business growth.  In joining the ecommerce team at this exciting stage, you will have the opportunity to make a significant impact on our overall business and success metrics and will gain unparalleled experience in building a dynamic and robust ecommerce offering and customer experience.  You will work alongside the VP of Ecommerce and other leaders across the organization and will learn every side of our business as we execute on our cross-functional goals.  This is an excellent opportunity for an entrepreneurial, analytical problem-solver who can tackle a diverse range of challenges and is looking to gain leadership experience in a fast-paced and rewarding environment.   

The Job

This is an exciting opportunity for a resourceful and entrepreneurial leader to make a significant impact on our business.  You will serve as an expert on our eCommerce and redemptions offering and site experience/technology and will work cross-functionally to understand and interpret the needs of our current customers and prospects and translate those needs into our constantly evolving strategic eCommerce roadmap.  You will work in partnership with the Director of eCommerce Strategy and Product to support the plan and scope out needs across our technology, our selection and offering, and the broader positioning of our redemptions experience.  You will play a key role in our customer and sales retention processes by supporting client requests and needs, serving as a spokesperson and evangelist for our capabilities and offering both internally and externally.  This is a unique role for a candidate who loves customer and cross-functional interaction, project management, and strategy development, and who is looking for leadership experience and broad exposure across ecommerce and B2B sales and customer success.

 

The position will report to the Director of eCommerce Strategy & Product.

Responsibilities, Skills & Qualifications

Responsibilities:

  • Provide comprehensive e-commerce and rewards network support for prospects and current customers via collaboration with our Sales, Customer Success, Customer Service and Product Marketing teams
  • Evolve e-commerce strategy in partnership with Director and VP of E-Commerce through the analysis of our internal data, industry trends, and customer needs; translate into strategic development initiatives across our site experience, offering, and our broader e-commerce road map
  • Serve as a company expert on our e-commerce strategy, offering, and technology capabilities, translating both internal and client requests and needs into action to support the customer sales and retention processes
  • Attend client and prospect meetings to represent the e-commerce side of the business, pitch our current offering and benefits, discuss client needs and provide expertise around our ability to meet those needs and maximize program success
  • Develop and maintain e-commerce reports and presentations in support of client, sales and marketing efforts
  • Serve as internal e-commerce evangelist, training cross-functional teams on e-commerce strategy and reward offering and providing regular updates on new and exciting developments on both our technology and reward offering
  • Support sales and strategic proposal efforts by providing e-commerce data and positioning input into RFP development and supporting ongoing sales processes

 

Requirements & Qualifications:

  • Minimum 5+ years of business experience; prior experience in e-commerce, consulting, or client support preferred
  • MBA or equivalent years of experience
  • Strong business and data analytics skills with extensive experience in Excel (pivot tables) and PowerPoint
  • An emerging leader looking for an exciting opportunity to make a real business impact on day 1
  • Innovative and data-driven problem-solving skills – dissect and determine root causes of problems and challenges and implement solutions
  • Articulate and persuasive communication skills, both written and verbal
  • A track record of taking on big challenges and delivering despite obstacles and limited resources
  • Ability to interpret client business requirements and translate them into solutions and recommendations to meet a wide range of client needs and to drive Globoforce’s business forward
  • Strong ability to work cross-functionally with Sales, Customer Success, Marketing, Product & Technology teams; ability to achieve results by effectively communicating with other groups and collating action plans for customers
  • Ability to hit the ground running – a confident, entrepreneurial self-starter who is comfortable in a fast-paced, high-intensity environment
  • Strong organizational skills with attention to detail
  • High energy and positive “can do” attitude
  • Ability to travel periodically (~10-15%)

Job Type: Full time, permanent

Location: Framingham, MA

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