• Reporting to the CEO with the goal to drive and develop the team of Client Success Managers to meet and exceed client expectations• Weekly one on ones with Client Success Managers to establish goals and ensure KPIs are being hit• Maintain positive and professional relationship with clients• Influence and negotiate with clients on a day-to-day basis, overseeing top accounts • Analyze KPIs to establish trends• Develop, review and deliver weekly client update reports, ensuring the health of the clients KPIs are on-track and in line with company goals and values• Prepare and lead business review presentations• Review and manage client escalations and determine appropriate course of action• Soft-sell on new business opportunities that supports ongoing Business Development• Project manage projects out of Customer Success as required based on business needs

Managed projects from initiation to closing to integrate new processes and features on a leading eCommerce site present in 13 European countries. Led teams across broad technical, financial and business skills and responsibilities. Provided leadership and performance assessment. Worked on risk assessment and mitigation for new business protocols, and streamlined a number of processes in the IT, financial, and client service departments. Drove decision-making processes with all project stakeholders.

• Manage daily operational tasks in the call centre, monitor queues, assign workload, adjust scheduling and assist the Director in building the Call Centre Schedule• De-escalation point for customer complaints• Approve and assist in RMA process• Tracking KPIs and OKRs and build reports that provide insight into customer behaviour trends, identify pain points and opportunities for website improvement

Store opening and closing operations. Work and shift scheduling. Employee training. Welcoming buyers to the store, answering queries and providing service. Maintaining the front desk. RMA support.

Providing B2C support via telephone, chat and email. Cross-sales and sales leads generation. System functionality testing.