About Us
Wild Alaskan Company’s mission is to accelerate humanity’s transition to sustainable food systems by fostering meaningful, interconnected relationships between human beings, wild seafood and the planet.
We deliver wild-caught, sustainable seafood to households across the United States. Powered by our custom-built eCommerce platform and three generations of history and expertise in the Alaskan fishing industry, we constantly strive to meet our promise of a top-notch product and experience. And we do it all in a fully-remote environment that is fast-paced, challenging, and fun.
Description of Role
The Director of Member Success role exists to increase the value of the membership by reducing costs, increasing engagement and driving revenue from direct interactions with members (active and inactive) and leads. The Director of Member Success is responsible for executing on direct-to-consumer sales strategies and implementing processes that will have a positive impact on our team’s KPIs. In order to accomplish shared goals, the Director of Member Success will collaborate closely with the Member Experience Team Managers, Leads, and Specialists as well as with cross-functional teammates in the Creative, Marketing, Product, and Operations functions. The Director of Member Success will facilitate the distribution of Voice of Member Feedback across the organization to make improvements to the members’ experience, lead initiatives to improve our delivery response, and work with the Social Media response team to ensure that we are delivering on high levels of service in public facing channels.
About the Director
The ideal candidate is an experienced sales and support leader with an ability to naturally inspire others to work towards a common goal. They have a bias towards action and learning quickly, but know when to slow down to make data-informed decisions. They understand the value in working cross-functionally and are always willing to try something new to accomplish shared goals.
Reporting to the Vice President of Member Experience (VP of MX), this is a new role that’s fast-paced, challenging and fun.
Responsibilities:
- Collaborate closely with the VP of MX to develop and iterate on a direct-to-consumer sales strategy to increase revenue and generate a unique value for Wild Alaskan members.
- Establish and maintain relationships with outside partners to accomplish sales goals, with a specific focus on increasing our sales capacity via phone calls to active, inactive members and leads
- Develop and implement processes that improve Member Success KPIs
- Build connective tissue cross-functionally by coordinating initiatives between the Marketing, Product, Creative, and Operations teams
- Work closely with the Creative and Marketing teams to support the building and moderation of special events with members and leads
- Partner with Operations to develop and lead the Member Experience team’s logistics support program to recoup costs and increase loyalty
- Provide strategic guidance and support Wild Alaskan’s social media response to improve reputation and increase conversion and brand loyalty on all social channels, as well as third party review sites
- Collaborate with Data Science and Analytics to ensure the Voice of Member is represented across the organization to drive initiatives and improve performance across top-level KPIs
- Analyze member feedback to identify areas of improvement to help retain members, and work closely with MX Managers to ensure detailed data tracking and clear lines of communication
- Stay up to date with industry trends, the latest relevant technologies and best practices
- Other tasks and projects as assigned by the VP of Member Experience
Requirements
- 5+ years of people and project management experience in Customer Success/Support and Sales in a fast-paced DTC company
- Strong people and project management skills with demonstrated experience
- Proven success launching and managing sales teams with a keen understanding of what drives conversion and how consumers interact with digital platforms
- Advanced knowledge of Support Operations platforms and tools - bots, forms, email, phone IVRs, CRMs, Intercom/Zendesk, AI Tools, etc.
- Strong analytical and critical thinking ability, including experience with data analysis and implementing change across teams
- Excellent verbal and written communication skills
- Meticulous organization and attention to detail
- Desire to learn and stay on top of new technologies and methodologies
- Courage to try new things, be wrong, and try again
Nice to Haves
- Past employment at a DTC company
- Experience in logistics, production and/or event management
- Previous exposure to supply chain teams
- Google Analytics and SQL/Looker fluency
The starting salary range for this position is $90,000 - $120,000, commensurate with skills and experience. Wild Alaskan’s benefits package includes health, vision, and dental insurance, 401k, PTO, safe/sick time, vacation, parental leave and more, as well as a delicious box of free fish every month.
Diversity of backgrounds and perspectives makes us stronger. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant. We’re committed to creating a work environment that fosters growth, celebrates diversity and fundamentally makes all teammates feel welcome, accepted, nurtured and respected.
