Brand Success Lead

4 weeks ago

Los Angeles, United States Ship Essential Full time


About Ship Essential

Ship Essential is a retail and e-commerce fulfillment company with locations in LA & NYC. We work with emerging consumer brands that have compelling value propositions and passionate followers. Our brands represent a range of categories (apparel, fashion, home goods, beauty, etc.), and we create customized workflows and services to meet their needs. Our services include pick & pack, storage, retail store replenishment, reverse logistics, same-day delivery, and e-commerce consulting. We’re an innovative team that thrives on collaboration and we’re excited about the opportunity to work with the next generation of retail and e-commerce.


About the Role

The Brand Success Lead is a torchbearer of the brand-centric culture at Ship Essential. This role has a hand in everything we do to deliver superior experiences, value, and growth for our brands. The BSL ensures that we are delivering a seamless customer experience across all stages and touch-points in the customer journey, from onboarding, to day-to-day support, to special projects. Responsible for understanding the unique strategic needs of each of our brands, this role will build and manage solid partnerships and promote the adoption and utilization of Ship Essential tech and services. 


Under the direction of the Brand Success Manager, the BSL will strive to achieve unparalleled levels of responsiveness and care for our brands. They will identify key areas of improvement regarding brand interaction, and will work across various departments to implement measures to ensure such issues are automatically resolved in the future.


We pride ourselves on our responsiveness and sense of urgency. To that end, this is an in-person role based at our Downtown, LA location. 


Manage Day-to-Day Communication With Brands

  • Answer incoming emails, texts, and calls on a range of topics including: order details and tracking, shipping issues, inventory, special requests, and general account questions or concerns
  • Proactively communicate system and process issues, customer feedback, and recurring patterns or concerns with management
  • Set appropriate and realistic expectations with brands 
  • Communicate brands needs to operations team in an efficient manner while maintaining brand standards and customer service
  • Clearly understand and respond appropriately to issues that customers present, then proactively solve the issues at hand
  • Support the Brand Success team with brand experience 
  • Evaluate SE customer support processes, devise improvements, measure results, and iterate
  • File claims for lost packages with carriers and communicate updates and resolutions with brands
  • Demonstrate clear, polite, and professional written communication


Promote Service Utilization and Growth

  • Foster meaningful connections with brands to promote promote widespread utilization of Ship Essential services and technology throughout their organizations
  • Understand and document our brands’ long-term business objectives and identify opportunities for cross- and up-selling 
  • Formulate strategies and collaborate with sales and product teams to achieve revenue goals tied to upsell and expansion 
  • Work alongside sales, operations, product, and partnerships teams to ensure a unified approach to brand success and account growth 
  • Identify friction points in the customer journey and coordinate cross-functionally to improve the customer experience  
  • Working alongside warehouse management, delegate and manage Special Projects and requests for brands
  • Audit brand partner invoices to ensure accuracy of value-added-service and resale charges 


Represent the Voice of the Customer

  • Act as a brand advocate within the company, conveying brand feedback and collaborating with operations, partnerships, and other teams to prioritize and address client needs
  • Cultivate a deep understanding of e-commerce and logistics industry trends, competitive dynamics, and the role Ship Essential plays 
  • Execute Ship Essential's brand retention strategy to reduce churn and maintain high satisfaction levels
  • Define and implement escalation processes to mitigate churn risk. This may include initiatives such as customer satisfaction surveys, loyalty programs, or client success workshops 


Desired Experience

• 3+ years in customer success, account management, or related roles within e-commerce, logistics, or fulfillment industries.

• Proven track record of managing client relationships and driving growth through cross- and up-selling.


Skills

• Strong communication skills, both written and verbal, with a focus on clarity, professionalism, and responsiveness.

• Proficient in CRM and WMS systems, with experience in Shopify preferred.

• Excellent problem-solving abilities, with a proactive approach to identifying and resolving issues.


Competencies

• High attention to detail, particularly in managing day-to-day communications and auditing invoices.

• Ability to work collaboratively across departments, fostering teamwork to enhance the customer experience.

• Strong organizational skills with the ability to manage multiple projects and deadlines simultaneously.

• A customer-centric mindset with a passion for helping brands succeed.

• Adaptability and a willingness to work in a fast-paced, dynamic environment.

• A sense of urgency and commitment to exceeding client expectations.

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