Swag... everyone loves to receive it!

Whether it be welcoming new hires into their dream job, thanking customers for their loyalty, celebrating a community milestone, or engaging event attendees, when done right, swag is the glue that bonds brands together with the people that matter to them. But no one enjoys putting this stuff together...

The $30 Billion branded swag supply chain is a complete mess, filled with too many products, too many intermediaries, too little quality control, and not enough technology.

SwagUp is disrupting the industry by streamlining the end to end supply chain and making it available through a single platform utilizing powerful APIs and interfaces (e.g. dashboard). As the fastest growing swag company, we have made great strides towards our mission of eliminating the friction in the swag creation and distribution process. BUT we’ve just begun to scratch the surface…

And that’s where YOU come in…

Role Overview:

As the Vice President of Customer Engagement and Procurement Excellence, you will play a pivotal role in enhancing customer satisfaction and driving strategic procurement initiatives within our organization. Reporting directly to the Chief Supply Chain Officer (CSCO), you will lead a dedicated team focused on elevating customer experiences and optimizing procurement practices to drive business success.

Responsibilities:

1. Customer Engagement:

• Develop and execute strategies to enhance overall customer satisfaction and loyalty.
• Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Retention Rate.
• Analyze customer feedback and market trends to identify areas for improvement and innovation in service delivery.
• Collaborate with cross functional teams including Sales, IT, Marketing, Finance and Operations to ensure a seamless customer experience and full alignment of customer service goals with SwagUp’s overall business objectives.
• Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service performance.
• Oversee the daily operation of the Customer Excellence functions including the handling of customer inquiries and resolving escalated issues in a timely and professional manner.

2. Procurement Excellence:

• Lead the development and execution of procurement strategies to optimize costs, quality, and supplier relationships.
• Define KPIs for procurement effectiveness, including Cost Savings Percentage, Supplier Performance Scorecards, and Procurement Cycle Time.
• Collaborate with cross-functional teams to identify opportunities for cost reduction and process improvement through strategic sourcing and vendor management.
• Negotiates prices, FOB terms, terms and contracts with vendors and suppliers.
• Build and maintain relationships with vendors and suppliers.
• Cultivate potential new prospective vendors and negotiate contracts in collaboration with Legal.
• Oversee the creation and processing of all Purchase Orders for the company.
• Manage vendor relations including vendor compliance adherence.
• Contribute to overall business strategy and annual budget process.

3. Team Leadership:

• Provide visionary leadership to the customer engagement and procurement teams, fostering a culture of excellence, collaboration, and continuous improvement.
• Monitor team performance against KPIs such as Employee Engagement Score, Team Productivity Metrics, and Training Completion Rates.
• Conduct regular performance reviews and provide coaching and development opportunities to team members.

4. Stakeholder Management:

• Build and maintain strong relationships with key internal stakeholders, including executives, department heads, and functional leaders.
• Track KPIs related to stakeholder satisfaction, such as Stakeholder Feedback Surveys, Alignment with Business Objectives, and Cross-functional Collaboration Metrics.
• Serve as a trusted advisor to senior leadership, providing insights and recommendations on customer engagement and procurement strategies.

Top Candidates Have:

• Leadership: Ability to inspire and motivate teams, set clear direction, and lead by example.
• Communication: Excellent verbal and written communication skills to effectively convey ideas, strategies, and feedback.
• Strategic Thinking: Capacity to think strategically, anticipate market trends, and develop long-term plans to drive business success.
• Problem-Solving: Strong analytical and critical thinking skills to identify challenges, develop creative solutions, and make informed decisions.
• Collaboration: Aptitude for building and maintaining strong relationships with internal and external stakeholders, fostering teamwork and collaboration.
• Adaptability: Flexibility to adapt to changing business needs, industry dynamics, and market conditions.
• Innovation: A mindset for innovation, constantly seeking ways to improve processes, enhance customer experiences, and drive efficiency.
• Emotional Intelligence: Ability to understand and manage emotions, demonstrate empathy, and build rapport with colleagues and customers.

• Customer Experience Management: Proven experience in designing and implementing customer engagement strategies, measuring customer satisfaction, and driving improvements in customer experience.
• Procurement and Sourcing Expertise: In-depth knowledge of procurement principles, strategic sourcing methodologies, contract negotiation, supplier management, and cost optimization strategies.
• Data Analysis: Proficiency in data analysis tools and techniques to extract insights from customer feedback, market research, and procurement data.
• Financial Acumen: Understanding of financial metrics, budgeting, and cost management to evaluate the financial impact of procurement decisions and customer engagement initiatives.
• Project Management: Ability to effectively plan, execute, and oversee projects related to customer engagement initiatives and procurement optimization.
• Technology Proficiency: Familiarity with customer relationship management (CRM) systems, procurement software, and other relevant technology platforms.
• Risk Management: Knowledge of risk assessment and mitigation strategies related to customer engagement activities and procurement processes.
• Change Management: Experience leading organizational change initiatives, managing resistance, and driving adoption of new processes or technologies.

Qualifications:

• Bachelor's degree in Business Administration, Supply Chain Management, or a related field; Master's degree preferred.
• Proven experience in customer engagement, procurement, or related roles, with a minimum of 7 years in a leadership capacity.
• Strong understanding of customer experience best practices, market trends, and emerging technologies.
• Demonstrated expertise in strategic sourcing, contract negotiation, and supplier management.
• Excellent leadership, communication, and interpersonal skills, with the ability to influence and inspire others.
• Strategic thinker with a track record of driving results and implementing innovative solutions.

What’s In It for You:

• Medical, Dental, Vision, & Life Insurance.
• Employee Stock Options
• Flexible PTO
• Lots of Swag!
• Join the team at a time when you can help shape the future of the company.
• Wake up each morning proud of the place you work and the amazing companies you get to partner with.
• MacBook & WFH Stiped to set up a successful work environment

Compensation: $180k - 190k base 10% bonus.