Wholesale Experience Team Manager

This is a full-time, on-site position at our Champaign, IL location.

Schedule

Monday–Friday, 8:00 AM–5:00 PM.

Pay

Typical pay for this position is $50,000–$60,000. The final offer may include a bonus not reflected in the base range.

About the role

As our Wholesale Experience Team Manager, you’ll be the architect of our retail partner journey. You’ll work across teams to design seamless, value-driven experiences that help our retail partners feel valued and ultimately lead to their success. Your strategies will deepen client loyalty, and your leadership will ensure every touchpoint reflects our commitment to excellence.

Responsibilities

• Lead a high-impact team – own the day-to-day operations of the Experience Team, ensuring every retail partner inquiry, issue, and complaint is resolved quickly, professionally, and with genuine care.
• Turn insights into action – monitor and analyze retail partner feedback and satisfaction metrics, spot trends before they become problems, and design strategies that measurably improve the retail partner experience.
• Grow your team's talent – coach and mentor team members, helping them build the skills and confidence to deliver exceptional service and advance their own careers.
• Shape how we operate – design and implement processes that raise the bar for consistency, efficiency, and service quality across the team.
• Be a cross-functional partner – work closely with other departments to align Experience Team initiatives with broader business goals, ensuring your work has visibility and impact company-wide.
• Own the tough calls – serve as the go-to escalation point for complex partner issues, bringing sound judgment and a steady hand to resolve them alongside your team.
• Drive with data – maintain clear, accurate records and report on retail partner interactions, team performance, and satisfaction trends to guide smart decision-making.
• Invest in people – conduct regular performance evaluations and deliver feedback that helps team members grow, stretch, and thrive in their role.

Requirements

• Proven leadership – 5+ years in a customer service supervisory role, with a track record of managing and motivating teams to hit their potential.
• Standout communication – excellent communication, interpersonal, and leadership skills that build trust with retail partners and team members alike.
• Creative problem-solving – strong analytical instincts and the creativity to turn tricky challenges into smart, lasting solutions.
• Results-driven mindset – demonstrated success developing and implementing strategies that move the needle on partner satisfaction.
• Technical fluency – hands-on experience with customer service platforms like Zendesk, Salesforce, or Freshdesk.
• Industry know-how – solid grasp of customer service best practices and emerging trends, with an eye toward what’s next.
• Comfort with pace and change – thrives in a fast-paced, dynamic environment where priorities shift and no two days look the same.
• Natural motivator – a track record of energizing teams, driving engagement, and getting the best out of the people you lead.

Benefits

• Medical, dental, and vision coverage.
• HSA and FSA options.
• Short-term and long-term disability insurance.
• Life insurance and supplemental life insurance.
• 401(k) with company match.
• Paid time off and paid holidays.
• Internal rewards and discounts on products.
• Additional coverage options such as accident, critical illness, hospital, and pet insurance.