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Customer Strategy + Programs Lead

Narvar is growing! We are hiring a Customer Strategy + Programs Lead to help scale our platform, product and industry expertise. You are a person who is self-motivated, scrappy, and willing to learn and take action. You are naturally curious - with an “always learning” mantra. You are customer obsessed, with a passion for empowering internal and external customers and love the challenge of finding what will help them the most!

As a Customer Strategy and Programs Lead, you will play a pivotal role in aligning our business objectives with customer success strategies. This individual will be charged with delivering customer success strategy enablement, while also driving quantifiable, measurable and winning strategies across the Narvar Customer Org. This role is ideal for a seasoned professional with extensive experience in eCommerce, consulting, consumer logistics, or related industries. You will leverage your expertise to craft and execute scalable programs that drive product and feature adoption, optimize customer experience, and enhance client relationships.

Day-to-day

• Be a Narvar product and retail industry expert! Drive learning and expertise across the Narvar Customer organization, and with Narvar retailers
• Develop and implement scalable programs aimed at driving product and feature awareness, adoption, and customer satisfaction. Use data-driven insights to monitor effectiveness and identify areas for improvement.
• Establish KPIs to track the success of customer strategies and programs, partnering with Customer Operations to provide reporting and feedback to leadership
• Serve as a strategic advisor to the Customer Success team and clients, offering insights and benchmarks that align with our platform capabilities and client needs.
• Identify Narvar Best Practices within each of Narvar’s product lines and build programs to drive awareness of strategies and ultimately, help Narvar retailers drive ROI from the Narvar platform
• Keep an eye on major industry trends and be able to identify and advise Narvar + clients on opportunities created by those disruptions, and

What we're looking for

• BA/ BS degree required
• Minimum of 5-7+ years of industry experience in ecommerce, logistics, retail technology; preferably at a consultancy or with a consulting background, or in a strategic function within a retailer
• Domain knowledge of retail, e-commerce, or logistics is a must
• Master multitasker and can juggle multiple projects simultaneously with outstanding attention to detail
• Familiarity with Looker, Tableau or similar data visualization tools - especially in using tools to drive insights and business outcomes. Bonus points for experience in building benchmarks using platform data
• Enjoy working in a fast-paced environment and have strong project management and communication skills with an entrepreneurial mindset
• Superb client-facing skills and radiate enthusiasm, high energy, poise, and confidence
• Articulate the value proposition of a technology platform to meet client needs
• Comfortable collaborating with both technical and business teams
• Meets customer needs through solution-oriented and forward thinking
• Previous start-up experience strongly preferred

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1400+ + other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status