The Digital Stronghold

Customer Support

• Lead the Customer Experience
• Own customer support operations across email, chat, phone, and community channels.
• Ensure every customer interaction is efficient, authentic, and aligned with the Glade brand.
• Serve as the primary advocate for customer needs across the organization.
• Improve Systems & Processes
• Optimize support workflows, automation, and service technologies.
• Identify opportunities to improve response times, efficiency, and customer satisfaction.
• Maintain and enhance customer support documentation, knowledge bases, and SOPs.
• Turn Customer Feedback Into Action
• Analyze customer feedback, trends, and service metrics.
• Deliver actionable insights to Product, Marketing, Operations, and Leadership teams.
• Help shape product improvements and business decisions based on customer needs.
• Lead a Seasonal Team
• Recruit, onboard, train, and coach seasonal Customer Experience Representatives.
• Manage approximately 3–4 direct reports during peak season.
• Create a positive, accountable, and customer-focused team culture.
• Resolve Complex Customer Issues
• Handle escalated customer situations with empathy and professionalism.
• Drive solutions that strengthen customer trust, satisfaction, and long-term loyalty.
• Build Community & Brand Advocacy
• Engage with customers beyond traditional support channels.
• Foster meaningful relationships that strengthen the Glade community and brand affinity.
• Represent the authentic voice of the customer internally and externally.

Customer Experience Manager

Performance Marketing

• Own the setup, execution, and optimization of paid social campaigns across Meta (Facebook & Instagram) and TikTok Ads platforms
• Manage campaign types including ASC, Traffic, and DPA campaigns
• Monitor and optimize bids, budgets, targeting, placements, and creative performance to improve KPIs such as CTR, CVR, CPA, and ROAS
• Analyze campaign performance, audience insights, and performance trends to identify optimization opportunities
• Contribute to incrementality testing and performance measurement efforts
• Prepare regular campaign performance reports with actionable insights and recommendations
• Partner closely with Marketing, eCommerce, Creative, UX, and Analytics teams to align campaigns with promotional calendars and business priorities

Associate Manager, Paid Social Performance Marketing

Financial Planning and Analysis

• Develop financial forecasts, budgets, and variance analyses across multiple brands and operating units
• Build and maintain budgeting and forecasting models across ecommerce, retail, and wholesale channels
• Support executive decision-making through financial modeling, scenario planning, and strategic analysis
• Assist with cash flow forecasting and working capital management
• Support annual operating plans and long-range forecasting initiatives
• Prepare monthly, quarterly, and annual financial reporting packages for leadership teams
• Deliver reporting on ecommerce and retail performance metrics including revenue, gross margin, CAC, AOV, inventory turns, and contribution margin
• Analyze sales trends, customer metrics, inventory performance, and profitability drivers
• Develop dashboards and reporting tools that improve visibility into business performance
• Create ad hoc analyses and presentations for executive leadership and investors
• Partner with Ecommerce, Marketing, Operations, Merchandising, and Accounting teams to evaluate business performance and identify growth opportunities
• Evaluate promotions, pricing strategies, inventory investments, and new initiatives through financial analysis
• Participate in cross-functional meetings to provide recommendations and actionable insights
• Collaborate with accounting teams to improve reporting accuracy and financial controls
• Maintain reliable reporting and planning processes within NetSuite and related commerce platforms
• Reconcile operational and financial data between Shopify, NetSuite, and other systems
• Identify opportunities to automate reporting and improve FP&A workflows
• Maintain data integrity and consistency across financial and operational systems

FP&A Analyst

Marketing

• Execute Email, SMS, and Direct Mail campaigns aligned with marketing calendars and brand standards
• Build and deploy campaigns in Klaviyo and Attentive, including segmentation, personalization, and scheduling
• Coordinate with cross-functional teams to ensure campaigns launch accurately and on time
• Perform thorough QA checks including link testing, audience validation, and creative review
• Ensure all campaigns maintain consistent brand voice, messaging, and visual standards across channels
• Support the creation of campaign briefs and collaborate with creative teams on copy and asset needs
• Track and report on campaign performance metrics including engagement, conversion, and revenue contribution
• Assist with A/B testing initiatives across subject lines, content, send times, and audience strategies
• Analyze results and provide recommendations for continuous optimization and incremental growth
• Support the planning and maintenance of retention marketing calendars
• Assist in optimizing automated lifecycle flows, including setup, updates, and performance monitoring
• Document processes, test learnings, and best practices to improve team efficiency and knowledge sharing
• Utilize Klaviyo, Attentive, Shopify, and related marketing tools to execute campaigns effectively
• Stay informed on platform updates, retention marketing trends, and emerging best practices
• Continue developing technical expertise across the retention marketing ecosystem

Customer Experience Manager

Associate Manager, Paid Social Performance Marketing

FP&A Analyst

Email Retention Specialist