ALSO.

Manager

• Manage all aspects of 3PL partner performance, including inbound flow, ATS/inventory tracking, value added service performance, packaging and fulfillment, perfect order performance, domestic packaging, last mile transportation and cost optimization.
• Serve as SME for vendor systems integration, including WMS, TMS, and order tracking services with appropriate Also systems (ERP, web store, OMS, and CRM if needed).
• Develop KPIs to monitor performance and institutionalize reporting. Conduct regular business reviews with 3PL partner. Conduct periodic site visits to validate process and performance.
• Liaise with global supply chain partners to manage inbound flow of inventory and ensure optimal inventory levels are available at 3PLs.
• Manage flow of inventory to owned and partner retail locations.
• Monitor, report on, and collaborate with partners to optimize customer experience at point of fulfillment.
• Seek continuous opportunities for cost efficiency and enhanced customer experience at unboxing and delivery.
• Integrate enterprise packaging strategies with logistics partner capabilities and customer experience performance.
• Lead the integration of operational data with enterprise and customer data to ensure data driven decisions are holistically driving enterprise and customer outcomes.
• Manage outbound fulfillment to a retail network that includes owned spaces, pop up experiences, and dropship or wholesale to retail partners.
• Partner with Global Supply chain team to ensure timing, depth, and regional distribution of inventory meets commercial and customer needs.
• Partner with service operations team to ensure warranty and service parts are available to keep vehicles on the road.
• Continuously evaluate regionality of demand and inventory location to ensure optimized costs and service levels.
• Build a commercially lead S&OP process that integrates marketing and sales programs with operational capability.
• Partner with Retail, Ecommerce, Customer success, Finance and Product leadership to inform domestic distribution strategy. Objectives are to optimize for profitability, growth opportunity and brand perception.
• Partner with Retail, Ecommerce, Finance, and Product leadership to manage Available To Sell by channel.
• Partner with Retail, Ecommerce, and Marketing teams to ensure fulfillment communications add value to the customer journey.
• Partner with Retail, Ecommerce, Customer Success, and Product teams to establish VOC solutions that include fulfillment experience.
• Establish reverse logistics processes to support unit flow out of decommissioned pop up locations, warranty/service claims, and returns.
• Manage carrier and 3PL performance in reverse logistics operations.
• Partner with Retail, Customer Success, and Service Operations to ensure all enterprise needs are met.

Fulfillment Manager

Customer Success Manager

• Manage inbound customer communications, answering questions about products and orders in a timely and accurate manner that achieves customer satisfaction.
• Create publishable help content, enabling customers to self serve on common questions.
• Develop chatbots that meet the customer where they are at.
• Own the coordination and communication of terms and conditions as well as return policies.
• Collaborate closely with service operations to ensure the customer success function provides sound technical support to customers and to ensure service ops understands customer needs.
• Collaborate closely with Ecommerce and Store sales partners, to ensure sales activity is supported with a world class post purchase experience.
• Collaborate closely with order fulfillment to ensure orders are fulfilled as expected with satisfactory tracking and communication.
• Develop VOC feedback loops that allow stakeholders across the organization to understand customer needs.
• Partner with Ecommerce to manage on-domain UGC, including ratings, reviews, and Q&A.

Manager of Customer Success

Performance Marketing

• Develop and own our paid media and performance marketing strategy across search, paid social, display, video, affiliate, and emerging channels.
• Translate product and brand narratives into performance campaigns that drive customer acquisition and conversion.
• Build and manage full-funnel campaign plans, performance forecasts, media budgets, and A/B test roadmaps.
• Launch, monitor, and optimize hands-on campaigns, this is not a pure strategy role; you’ll be in the tools.
• Partner with brand marketing, product marketing, retail and e-commerce teams to ensure messaging, creative, and customer experience touchpoints are fully aligned with campaign goals.
• Build and track multi-channel attribution models and customer acquisition cost (CAC) benchmarks.
• Collaborate with internal teams and external agencies, scaling support thoughtfully as we grow.
• Analyze performance and generate insights that drive growth, efficiency, and retention.

Fulfillment Manager

Manager of Customer Success

Director, Paid & Performance Marketing