Senior Manager, E-Commerce Client Engagement

| Greater Boston Area
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Job Description:

Do you thrive in a fast-paced, fast-growing environment?  Do you enjoy collaborating cross-functionally to creatively solve business problems?  Are you looking to make a significant, tangible impact on major company goals?  

This is an exciting opportunity for an entrepreneurial, analytical problem-solver and up-and-coming leader to make a significant impact on our business.  In this role you will serve as an expert on our eCommerce experience, offering and technology and you will work cross-functionally to understand and interpret the needs of our current customers and our evolving market of prospects and translate those into action plans across our Sales, Product, Buying, Marketing, and Customer Success groups.  You will serve as an evangelist and spokesperson for E-Commerce at Workhuman and will partner with leaders across the organization to evolve our E-Commerce positioning and drive process efficiencies to enable the growth and scale of our client base while making tangible impact to bottom-line business metrics including revenue and profit margins.  

In joining the E-Commerce team at this exciting stage, you will gain unparalleled experience in building a dynamic and robust E-Commerce offering and customer experience.  This is a unique role for a candidate who loves customer and cross-functional interaction, project management, strategy development, and who is looking to gain leadership experience and broad exposure across the organization. 

The position will report to the Vice President of E-Commerce.

 

Responsibilities:

  • Develop a comprehensive go-to-market playbook for e-commerce at Workhuman in partnership with the VP of E-Commerce, including sales and marketing collateral, positioning, and talk tracks based on a value matrix, understanding of key client targets and personas and the needs and pain points of each, and the customer journey. 

  • 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.

  • Partner with all customer-facing teams to better understand and translate client needs and market trends related to our e-commerce offering, pricing, and experience and then serve as a voice of the customer as we evolve our e-commerce strategy and evolution of the site experience, offering, and broader e-commerce roadmap.

  • Work across Sales, Customer Success, Solutions Consulting, Marketing, Product, and Strategic Client groups to establish hierarchy of client messaging related to e-commerce.

  • Train teams on talk tracks, ensuring all client-facing stakeholders are well-versed on our e-commerce strategy, vision and plan, and are confident in how to present it to maximize outcomes.

  • Adapt messaging for all client materials, including training, RFP and demo docs, client presentations and more.

  • Lead internal organizations on the evolution of these messages depending on the needs of the client/prospect to best position us for long-term success.

  • Develop margin growth plans/initiatives for strategic client accounts to maximize both e-commerce profitability while also developing a rich and rewarding customer experience; balancing both the needs of the client stakeholder program group with that of the employee end users.

  • Partner with Finance and E-Comm Analytics to analyze needs and options related to specific client and prospect needs/asks; determine creative and optimal approaches on a client basis to maximize outcomes while minimizing disruption to the business goals.

  • Improve and mature process optimization between e-commerce and internal client-facing teams, including Sales and Customer Success; develop synergies between departments surrounding our e-commerce offering, ensuring efficiencies in the processes related to selling and managing accounts.

 

Skills/experience required:

  • BA/BS degree required.

  • 7+ years of experience in a client-facing role.

  • An emerging leader looking for an exciting opportunity to make a real business impact on day 1. 

  • Senior presence with extensive experience presenting to diverse audiences, using persuasive communication tactics, and gaining buy-in at all levels across an organization.

  • Highly adaptable – able to navigate new challenges resourcefully and confidently adjust to circumstances at hand, regardless of whether you have all the information and answers.

  • Experience in a highly visible, cross-functional role which requires excellent oral and written communication skills and the ability to manage stakeholders at all levels.

  • Ability to hit the ground running – a confident, entrepreneurial self-starter who is comfortable in a fast-paced, high-intensity environment.

  • Strong business and data analytics skills with extensive experience in Excel (pivot tables) and PowerPoint.

  • Innovative and data-driven problem-solving skills – dissect and determine root causes of problems and challenges and implement solutions.

  • Ability to interpret client business requirements and translate them into solutions and recommendations to meet a wide range of client needs.

  • Strong organizational skills with attention to detail.

  • High energy and positive “can do” attitude.

  • Establish a forward-looking plan based on cohorts of clients, including frequency of interactions and e-commerce updates based on a combination of size, account complexities and needs; partner with internal teams to deliver associated presentations & supporting data.

  • 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.

  • 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.

  • Serve as a key stakeholder of customer journey-mapping and client experience development work and as the voice of e-commerce and how we can improve to maximize client satisfaction, retention, and program growth.

 

The Company:

Workhuman® is the world’s fastest-growing integrated Social Recognition® and continuous performance management platform. Our human applications are shaping the future of work by helping organizations connect culture to shared purpose. With a consistent stream of gratitude fueling unparalleled, provocative workplace data and human insights, Workhuman® Cloud is a critical software engine for global companies seeking to motivate and empower their people to do the best work of their lives. Workhuman® (formerly known as Globoforce) was founded in 1999 and is co-headquartered in Framingham, Mass., and Dublin, Ireland.

 

Did you know: 

  • We are #1 Great Place to Work in Ireland for the 2019 medium-sized workplace category and have been named one of the 2018 Top Places to Work in Massachusetts by the Boston Globe. 

  • Workhuman® is used by 4.5 million employees across 160 countries. 

  • Our core values are; Respect, Determination, Innovation and Imagination.

 

 

Perks & Benefits for our Happy Healthy Humans:

  • Comprehensive Health Plans 

  • Fully paid parental leave (12-week maternity/4-week paternity) effective day 1

  • Peer-to-peer recognition program 

  • 401(k)

  • Tuition Reimbursement 

  • Commuter bus from downtown Boston

  • On-site fitness center

  • Wellness rewards and reimbursements

  • Fully stocked kitchen (cold brew on tap - snacks and coffee machines as far as the eye can see…) 

  •  Regular celebrations for employees, families and special guests

 

At Workhuman, we love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity. 

 

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

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Location

We're located on Crossing Boulevard, right off of Rt. 9 in Framingham. Our office is easily accessible from Rt. 9, Rt. 495, and Rt. 90.

An Insider's view of Workhuman

What’s the vibe like in the office?

Since day one, Workhuman has never felt like “going to work.” It’s a place where you can genuinely be yourself, and there is no shortage of helping hands or energy in the office. The creativity and collaboration found within these walls is unparalleled. There is no idea too big or too small to bring to the table- no matter who is sitting at it.

Alyssa

Ecommerce Specialist, Merchandise

How do you collaborate with other teams in the company?

Collaboration is a core part of our team’s daily life; we work closely with everyone from Product Management and Engineering to Customer Success and Sales. With the teams split between Framingham and Dublin, we’re regularly using new tools with different teams to improve our ability to brainstorm and communicate user flows.

Adam

Director, Product Strategy

How has your career grown since starting at the company?

I started my business development role here with just 6 months of software sales experience. My manager knew my aspirations of becoming a Sales Exec. and helped me achieve this goal in less than 2 years. At Workhuman, not only are you given the technology to be successful, but you have amazing resources around you to grow professionally.

Bobby

Corporate Sales Executive

What's the biggest problem your team is solving?

Workhuman is not only in the business of changing the future of work for other companies, we are already thriving in that state ourselves. It’s so exciting to join a group of brilliantly passionate employees who are genuine, kind, and grateful to each other and working together on our mission to bring others into this human movement.

Erica

People Analytics Consultant

What are Workhuman Perks + Benefits

Workhuman Benefits Overview

There are a lot of benefits to working human, but let’s start with the most meaningful. We value the whole human – not just what you bring to the office every day, but everything about you and who you are. Here, people are empowered to be themselves and do the best work of their lives.

Culture
Volunteer in local community
Employees are encouraged to plan and participate in philanthropic activities through the Workhuman Gives program.
Partners with Nonprofits
Previous partnerships have included Catie's Closet, Girls Inc., Tech Gives Back, and the Department of Child and Family Services.
Friends outside of work
Eat lunch together
Intracompany committees
Employee Resource Groups for working parents, LGBTQ+ advocates, pet owners, professional women, fitness enthusiasts, bookworms and more.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our ERGs are something we are very proud of! We have 5 ERGs running including: Parents at Workhuman, The Women's Network, SPARKLE (LGBTQIA+), Sustainability, and Diversity, Equity & Inclusion.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Short term and long term disability benefits are available
Dental Benefits
Vision Benefits
Health Insurance Benefits
Health insurance is provided by Blue Cross Blue Shield of MA and includes prescription drug coverage. Workhuman also provides deductible reimbursements via our health reimbursement arrangement.
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Eligibility rules apply.
Performance Bonus
Quarterly performance bonuses as well as ongoing employee recognition bonuses are available.
Child Care & Parental Leave Benefits
Child Care Benefits
Dependant Day Care FSA Available
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Workhuman also provides 4 weeks of leave for the secondary caretaker, or for adoption/foster.
Flexible Work Schedule
Workhuman encourages employees to find the work-life blend that meets their needs.
Family Medical Leave
Company sponsored family events
Workhuman hosts seasonal events where employees can invite their family members and children to attend.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In addition to our compensation and benefit offerings, employees are able to fully immerse themselves into our product.

As superusers of our own social recognition platform, our employees are constantly being recognized for their efforts at work by their managers and company leaders, as well as their colleagues and peers. We celebrate success in the office and outside of the office with our Life Events tool, and our Conversations tool gives employees the ability to navigate their priorities and goals, give and receive feedback, and manage check team check ins.

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