NEW YORKOur New York office is located in Midtown near the iconic Bryant Park and the historic Grand Central Terminal, New York's best-connected office neighbourhood. The beautifully designed office has 360 views and tall windows to bring the outside in. The office is open with plenty of rooms and booths to take a private call, have time to relax, work in private, or have a large collaborative meeting.
THE ROLE You will lead the Partner Success function within the Dropship program, directly managing the Partner Success Associate and Partner Success Operations Specialist. As a player-coach, you will manage your own portfolio of dropship partner accounts while providing leadership, mentorship, and development to the team members who support the broader partner base. You will build deep relationships with boutiques, brands, and suppliers at all levels, to become a trusted advisor, ensuring that all operational and service activities are aligned with program strategy and that partner health and growth opportunities are maximized. You will report directly to the Head of Supply and work closely with the Partner Success & Business Development Manager and cross-functional teams to ensure our partners are engaged, performing, and set up for long-term success.
WHAT YOU'LL DO- Directly manage and develop the Partner Success Associate and Partner Success Operations Specialist; set priorities, provide coaching, and conduct regular performance check-ins to grow the team's capabilities.
>- Operate as a player-coach-balance hands-on account management with team leadership, stepping in on escalations and modeling best practices for the group.
>- Provide guidance and mentorship to junior account managers on partner engagement tactics, issue resolution, and relationship development to elevate the overall quality of service across all accounts.
>- Champion the Dropship Partner Success framework, processes, and best practices that cultivate a partner-centric and high-performing program.
>- Develop and maintain the tools, dashboards, and reporting systems to track core partner success KPIs and health metrics as defined by the Partner Success & Business Development Manager, identifying areas for efficiencies and systems to leverage to reach group goals.
>- Develop and implement a robust partner service program, including a cadence of services, benefits, and touchpoints for existing partners to drive engagement and satisfaction.
>- Own the overall retention and growth strategy for the partner success group; set account-level targets and guide the team on tactics to achieve them.
>- Manage your own base of dropship partner accounts; serve as the primary point of contact for all account-related matters, striving to enhance each relationship through value-added services that drive retention, growth, and loyalty.
>- Seek, maintain, and update knowledge on each partner's status, seasonal and future plans to assess full online potential and further growth opportunities.
>- Plan markdowns with partners and ensure adherence to promotional activities.
>- Conduct regular business reviews internally and externally with partners.
>- Ensure partners are online with the right stock quality and quantity in a timely manner.
>- Ensure excellent service and follow-up is given to partners, working with Tech, Production, Finance, and Operations to improve all service KPIs and ensure our needs are met.
>- Oversee the team's coordination of catalog production flow, order management, and supplier communications to ensure consistency and alignment with program standards.
>- Champion partner engagement by developing relationships with partner decision-makers and managing partner health at every stage of the lifecycle.
>- Manage partner adoption and training of best practices to improve efficiency.
>- Constructively challenge partners to improve their operational processes; develop tailored success plans maximizing partner performance.
>- Anticipate business risks based on existing data and historical behaviors and implement corrective measures.
>- Collaborate with key stakeholders across the organization to improve and elevate the experience for suppliers and partners.
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WHO YOU ARE- You have 3-5 years of experience in account management, customer success, or partner success with a proven track record of driving retention and account growth.
>- You have experience managing or mentoring junior team members, with a desire to grow into a stronger people leader.
>- You are a player-coach at heart-equally comfortable managing your own book of business and guiding others to do the same.
>- Experience in the streetwear and sneaker market is preferred, with the ability to provide insight on high-value current and upcoming trends.
>- You have a passion for creating partner value and the ability to lead process improvement and operational change.
>- You are an excellent relationship builder, actively listening to partner needs, inspiring stakeholders to a new point of view, and accommodating constructive feedback along the way.
>- You are a hands-on problem solver with the ability to take complex ideas and systems and make them simple for internal and external stakeholders through excellent communication.
>- You are successful at interacting with all levels of the organization and across a global cross-functional team with various viewpoints.
>- You have a growth mindset and the ability to weigh multiple risk factors when making recommendations for program improvement and account strategy.
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REWARDS & BENEFITS- Medical, dental, vision, with flexible spending account
- 401K plus company match, PTO and volunteer days
- Wellness, and cell phone reimbursements
NYC WAGE TRANSPARENCY- The pay range for this position at commencement of employment is expected to be between $100,000 and $130,000 per year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
- If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
