Commercial Operations, Customer Success Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• The individual will assist the Senior Vice President of North America by enhancing the organization and execution of commercial information, agent inquiries, B2B customer requirements, trade marketing initiatives, digital partner activities, CRM data, AI-driven workflows, and customer success opportunities.

• Act as the main internal liaison for independent sales agents, select B2B retailers, and digital partners.

• Proactively oversee seasonal outreach to dealers and provide support to guarantee smooth product ordering and execution cycles.

• Take charge of customer service issues that directly influence commercial relationships, ensuring they are resolved promptly.

• Serve as the cross-functional coordinator linking Sales, Marketing, Operations, and Digital teams.

• Have complete ownership of Monday CRM and related commercial systems, ensuring impeccable data hygiene.

• Manage account records, agent requests, seasonal task tracking, retailer follow-ups, and project boards.

• Supervise digital partner tasks, asset delivery workflows, and dashboard inputs.

• Systematically track B2B issues to ensure no details are overlooked and patterns are identified for operational enhancements.

• Utilize AI to summarize agent/customer notes, convert meetings into actionable task lists, organize customer follow-ups, and draft initial outreach.

• Harness AI for CRM data cleanup, categorizing trade marketing assets, and developing process documentation.

• Assist in the construction, management, and continuous enhancement of AI-driven business intelligence systems and automated reporting practices.

• Coordinate and manage trade marketing assets, ensuring independent representatives and retailers have the necessary materials.

• Monitor marketing campaigns, manage asset delivery checklists, and gather in-store display photographs from the field.

• Conduct execution reviews and provide basic reports on the completion rates of marketing campaigns.

• Coordinate onboarding requirements for new digital partners and retail platforms.

• Ensure the accurate and timely provision of product information (PIM), images, and digital assets.

• Oversee online content accuracy, coordinate promotional calendars, and implement compliance checks.

• Support specific initiatives aimed at enhancing the direct-to-consumer (DTC) customer experience, retention, and issue resolution.

⛳️ Requirements

• Experience with Monday.com or a similar CRM/project management platform.

• Background in supporting independent sales agents.

• Proficient in B2B customer follow-up.

• Demonstrated proactive seasonal dealer support.

• Experience in executing trade marketing initiatives.

• Knowledge in digital partner administration.

• Ability to address customer service issues that impact commercial relationships.

• Experience with DTC customer-value initiatives.

• Familiarity with AI-enabled workflow enhancement.

• Skills in business intelligence, dashboard support, and reporting discipline.

• Proficiency in Google Workspace: Gmail, Drive, Docs, Sheets.

• Competence in Google Sheets / Excel, including filtering, sorting, structured lists, and basic formulas.

• Knowledge of CRM data hygiene.

• Task management and follow-up tracking skills.

• Experience in file organization and version control.

• Understanding of eCommerce website review and product page evaluation.

• Familiarity with AI tools such as ChatGPT, Gemini, NotebookLM, or similar.

• Willingness to learn automation tools and workflow platforms.

• Nice to have: Experience in apparel, outdoor, ski, wholesale, retail, or eCommerce sectors.

• Experience in supporting sales agents or account managers.

• Background in trade marketing programs.

• Experience with digital partner or marketplace administration.

• Experience in reviewing product detail pages.

• Familiarity with customer segmentation or retention support.

• Basic knowledge of Power BI or dashboard links.

🏝️ Benefits

• Comprehensive healthcare plans.

• Competitive salary and performance bonuses.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Collaborative and inclusive company culture.