Procurement

• Scouting and vetting potential suppliers in Western Hemisphere
• Pitching Quince’s business model to key manufacturing partners.
• Conducting cost analyses for core products to ensure competitive pricing.
• Onboarding and integrating suppliers into Quince’s fast-paced supply chain.
• Ensuring long-term supplier success, conducting periodic business reviews, and driving operational efficiencies.

Sourcing Manager, Americas – Footwear and Accessories

• Own sourcing strategy and vendor relationships (both first-party vendors and third-party vendors) for North American/Latin American based Bags and Accessories categories, including: Handbags, Belts, Luggage, Eyewear, Socks, Soft Accessories and Tech Acc.
• Lead vendor onboarding, quality reviews, and commercial negotiations to improve PCOGS and margins
• Drive operational rigor across the regional supply base: improve lead times, on-time delivery, and production SLAs
• Identify and onboard new vendor partners with scalable capacity, consistent quality, and competitive cost structure
• Visit vendor partners regularly to build long-term relationships, troubleshoot issues, and conduct quality reviews
• Partner cross-functionally with Merchandising, Planning, and Operations to ensure product launches and replenishment run smoothly
• Ensure ethical sourcing and compliance standards are upheld across all partners

Director, Sourcing – Bags & Accessories

• Own sourcing strategy and vendor relationships for Europe based Bags and Accessories categories
• Lead vendor onboarding, quality reviews, and commercial negotiations to improve PCOGS and margins
• Drive operational rigor across the regional supply base
• Identify and onboard new vendor partners with scalable capacity
• Visit vendor partners regularly to build long-term relationships and conduct quality reviews
• Partner cross-functionally with Merchandising, Planning, and Operations

Director Sourcing, Bags & Accessories – EU

• Scout for vendor partners in the UK and Europe who can manufacture high quality Men's Leather Outerwear products with fast production lead time.
• Pitching and on-boarding vendor partners in speed. This should be done with clear criteria around the initial test period and ensuring their ability to scale, if the test period is successful.
• Drive excellence in partner operations for existing supplier relationships within current Quince categories, while expanding a redundant supplier base improving Quince's product costs, quality, and commercial terms for sustainable sales and profitability.
• Manage capacity at a supplier and style level to keep pace with company growth and scale.
• Material Sourcing: Resource in speed any materials that can effectively improve product cost, quality and speed as options for scaling order. Have experience negotiating with suppliers throughout the supply chain from T1 to T2 & T3 (as needed) mill/ vendor partners.
• Open costing expertise: Have solid open costing breakdown experience from brand or manufacturer side to build a clear strategy for costing negotiations; able to construct a validated cost structure/ template to negotiate with vendor partners without relying on vendor data only.
• Act as an Ambassador to our partners in all interactions, building and deepening our relationships Continuous improvement.
• Drive for higher hit-rate launches (reviews, returns, sales) through product excellence and drive for faster development times by identifying bottlenecks and proposing solutions.
• Have a clear strategic, commercial understanding of the sourcing landscape and trade benefits that can improve product costs and speed of product to market destined for the USA, Canada, and Europe as an asset.
• Lead at 30,000 ft and 3000 ft involving a diverse set of stakeholders from different functions and nationalities. Be willing to be scrappy at times to improve on existing ways of working and redefining new processes and SOP for faster speed and continuous improvement.

Apparel Sourcing Manager, Men's Leather Outerwear

Customer Support

• Lead, manage, and develop a team of US-based Retention Specialists
• Drive team performance and KPIs
• Coach and mentor team members
• Collaborate cross-functionally with product, logistics, and marketing
• Lead initiatives that reduce friction and improve efficiency
• Assist with hiring, onboarding, and training Retention Specialists

Customer Experience Team Manager

Learning and Development

• Lead end-to-end new hire onboarding experiences that accelerate ramp and build confidence from day one.
• Facilitate live and virtual learning sessions using adult learning best practices, including storytelling, scenario-based learning, simulations, and practice-based assessments.
• Deliver hands-on nesting experiences that function as guided performance labs, leveraging scenario-based practice and AI-enabled tools to increase feedback speed and learner throughput.
• Leverage the LMS and scalable digital learning workflows to support high-velocity onboarding, including running concurrent cohorts and maintaining consistent learner outcomes at scale.
• Progress learners through onboarding and nesting based on demonstrated proficiency and judgment—not time-in-seat or module completion.
• Design and deliver targeted upskilling and refresher training based on performance trends, operational changes, and emerging customer needs.
• Leverage AI-assisted tools and eLearning assets to increase training throughput and capacity while maintaining high-quality learner outcomes.
• Deliver scalable onboarding and nesting using structured practice systems (scenario-based learning, simulations, and proficiency-based progression) rather than time-based learning alone.
• Use learner performance signals from training activities (exercises, scenario performance, QA trends) to personalize reinforcement and reduce early-tenure risk.
• Teach agents how to use AI tools responsibly in live customer workflows, including verification behaviors, exception handling, and escalation judgment.
• Apply strong judgment and quality controls when using AI-assisted content, coaching prompts, or practice scenarios to ensure accuracy and alignment with Quince CX standards.
• Provide individual and group coaching with clear, actionable feedback that strengthens judgment and improves on-the-job performance.
• Reinforce key behaviors through post-training follow-ups, calibration moments, and targeted reinforcement activities.
• Partner with QA and Operations to identify recurring performance gaps and translate them into coaching and reinforcement priorities.
• Maintain and update existing onboarding and enablement materials to reflect changes in tools, workflows, policies, and customer experience priorities.
• Customize facilitator materials, practice scenarios, and reinforcement activities to meet cohort needs and address emerging performance trends.
• Contribute to training content improvements and regional enhancements in partnership with Learning Experience Design and Knowledge Management, flexing build work based on facilitation schedules and business needs.
• Partner with Learning Experience Design and Knowledge Management to implement content updates and regional enhancements, flexing build work based on facilitation schedules and business needs.
• Provide structured feedback from live training and nesting observations to inform content updates, pathway improvements, and future training builds.
• Interpret performance signals (QA, CSAT/DSAT, attrition, time-to-proficiency) to measure training effectiveness and recommend improvements based on impact.
• Pilot and test new facilitation approaches, tools, and formats to improve engagement, personalization, and scalability.

CS Learning and Development Specialist

Product Designer

• Define and drive UX vision across key product surfaces (web, iOS, Android, B2B, and international).
• Lead end-to-end design for core e-commerce experiences — from browsing and PDPs to cart, checkout, and order management — ensuring every touchpoint feels effortless, cohesive, and premium.
• Design for a modern luxury brand — bringing aesthetic sensibility and restraint to digital experiences that convey quality and trust.
• Partner closely with leadership (President, VP of Product, VP of Engineering, and cross-functional leads) to align UX strategy with business goals.
• Introduce and operationalize user testing; define a scalable process for validation, iteration, and insight sharing.
• Partner with Product and Analytics to drive experimentation and A/B testing, translating learnings into measurable UX and conversion improvements.
• Improve and evolve our design system — refining components, documentation standards, and processes for implementation, iteration, and upkeep.
• Help establish a foundation for micro-interactions and motion as part of our UX language, introducing this mindset to the broader team.
• Collaborate cross-functionally to balance experimentation, data, and design excellence.
• Provide mentorship and feedback to other designers, raising the craft and consistency of the team’s work.

Principal UX Designer

• Leading and scaling the Project Management organization, growing the team from ~6 to 20+ FTEs as the business scales from 8 to 9 figures in revenue.
• Developing a rigorous and flexible headcount forecast taking into account projects of varying complexity.
• Owning customer experience outcomes, including CSAT (target 4.8+), responsiveness SLAs, and end-to-end customer satisfaction.
• Designing and implementing the operating model for customer experience and project execution at scale.
• Developing standardized playbooks for customer onboarding, project execution, escalation management, and communication working alongside our sales, project management, and CRM team.
• Partnering cross-functionally with Sales, Operations, Product, Engineering, and Supply Chain to deliver a seamless customer journey.
• Establishing performance management frameworks, metrics, and dashboards to track team effectiveness and customer outcomes.
• Acting as the escalation owner for complex or high-impact customer issues.
• Continuously improving processes, tooling, and training to increase efficiency without compromising service quality.
• Onboarding all new Project Managers and creating the Onboarding experience.

Senior Manager, Customer Experience – B2B

Administration

• Serve as the primary architect and owner of HubSpot configuration, day-to-day administration activities, campaign management and long-term roadmap.
• Govern data organization, lifecycle stages, lead scoring framework, custom objects, workflows, sequences and 3rd party integrations.
• Create and own a system for issue management, and troubleshoot and resolve any Hubspot-related issues or bugs, ensuring system stability.
• Work closely with the marketing team to develop and execute marketing campaigns using Hubspot.
• Establish CRM best practices, standards, and operational cadence for the company.
• Architect advanced automation across Marketing, Sales, Service, and Operations.
• Build robust and highly automated workflows that efficiently route/organize leads, accounts, revenue attribution, and lifecycle motion.
• Lead integrations between HubSpot and all key systems including data warehouse, ERP/financial platforms, BI tools, third-party partners, and internal tools.
• Ensure data integrity, security, performance, and real-time sync across systems.
• Generate and interpret dashboards and reports to track marketing and sales performance, providing insights to stakeholders.
• Synthesize CRM intelligence to drive strategic decision-making and cross-functional alignment.
• Maintain and optimize Hubspot workflows, ensuring efficient and effective processes.
• Lead ongoing audits, data hygiene, and operational resilience to support our CRM ecosystem. Relentlessly map out and execute on opportunities to reduce manual steps in all processes conducted within Hubspot.
• Stay updated with the latest Hubspot features and industry trends, implementing improvements as needed.
• Educate, enable, and mentor stakeholders across teams on CRM strategy, analytics, and tooling.
• Support the sales team by providing Hubspot-related assistance and ensuring smooth sales processes.
• Provide training and guidance to internal teams on Hubspot best practices and usage.
• Onboard new HubSpot users and off-board users without interrupting client or internal stakeholder operations.

Hubspot Architect – Administrator

Operations

• Own performance of the West Coast B2B decoration and fulfillment operation, consistently hitting on-time SLA, quality, cost, and throughput targets.
• Hire, onboard, and lead the site team, and drive accountability through clear roles and KPIs
• Build weekly and daily production plans from demand forecasts, and adjust labor, workflows, and priorities to meet demand efficiently.
• Keep production unblocked by owning equipment uptime, maintenance coverage, vendor support, and materials/consumables readiness.
• Run end-to-end production tracking for inbound, production, QA, and outbound in one system with accurate real-time status and minimal manual entry
• Manage procurement of all materials needed to run the site including thread, backing, ink, corrugate, packaging, etc.
• Partner with IT, Ops, and 3PL teams to integrate production tracking with Quince OMS/WMS and automate status updates.
• Resolve issues quickly, including rush orders, delays, inventory shortages, defects, and damaged goods, and drive fixes to prevent repeats.
• Manage 3PL, logistics, vendors, and cross-functional partners to align on capacity, handoffs and service levels
• Step in hands-on when needed to unblock work, cover gaps, and support the team during peaks or disruptions.

Operations Manager – West Coast 1P Decoration

Marketing

• Own and execute the Canadian retention strategy (email/SMS/push/in-app) to drive conversion, repeat purchases, and customer lifetime value.
• Build and manage a retention marketing calendar, optimizing promotions and content to encourage cross-sell, reactivation, and engagement.
• Design and test a best-in-class welcome series to significantly improve lead-to-purchase activation rates.
• Run A/B and multivariate tests across lifecycle touchpoints to optimize click-through rate (CTR), revenue per visit, and engagement.
• Develop segmentation strategies based on customer behavior, user cohorts, demographics, lifecycle stage, and product preferences.
• Partner with data science and engineering to identify key drivers of high-value customers and operationalize personalization strategies.
• Collaborate with creative and brand teams to develop localized content and templates tailored to the Canadian consumer journey.
• Launch and scale app marketing initiatives (push/in-app) for new and existing Canadian customers.

Retention Marketing Manager

• Own sourcing strategy and vendor relationships for North America–based manufacturers of Home Hard Line products (both MTO and stocked), including fabric mills
• Lead cost negotiations, contracts, and margin improvement initiatives with Americas-based suppliers
• Identify, evaluate, and onboard new factory partners with high quality standards, scalable capacity, and reliable lead times
• Collaborate cross-functionally with Merchandising, Planning, and Operations to launch new products efficiently and reliably
• Visit key vendor partners regularly to troubleshoot issues, audit quality and delivery performance, and build long-term strategic relationships
• Drive factory-side product development cycles in close partnership with Design and Merchandising
• Ensure successful order execution with vendors by reviewing production timelines, ensuring SLA adherence, accelerating production where needed, and optimizing quick-ship performance
• Ensure compliance with Quince’s ethical sourcing, social responsibility, and sustainability standards

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