Director, Martech - Customer Happiness

ABOUT US:

Built around our mission, we started AG more than a decade ago as a way to bring comprehensive and convenient daily nutrition to just about everybody. Originators of the Essentialist Nutrition movement, our philosophy is to focus on a very small number of products based on what the latest science indicates is essential to human health.

AG1 is made from the highest quality ingredients, in accordance with the strictest standards and obsessively improved based on the latest science. 75 vitamins, minerals, and whole-food sourced nutrients in one convenient daily serving. Optimized for athletes, life-letes, and everyone in between. Vegan, Paleo, and Keto-friendly. One scoop or travel packet, 8 ounces of water. Every day. That's it.

Our mission is to empower people to take ownership of their health.

THE ROLE:

We are looking for a talented Director, MarTech who will serve as a trusted partner and strategic leader to our Customer Happiness team. Reporting to the Senior Director, Marketing Technology & Ops, this role will drive innovation in the experiences we create for our customers by both leveling up the Customer Happiness technical ecosystem and processes and will effectively operationalize our Customer Happiness data in other marketing functions across the organization.

The Director, MarTech will collaborate with stakeholders across Customer Happiness, Supply Chain, Life Cycle Marketing, Digital Innovation & Technology, and Customer Insights to understand our current state then recommend an overarching vision for bringing a world-class customer experience to life via new tools, operational strategies, and automation. The right person for this role is not an armchair strategist, but rather a strategic thinker who can also drive immediate and iterative impact…let’s go!

WHAT YOU’LL DO:

• Build a holistic technical strategy, working in close collaboration with the Customer Happiness and DIT (Engineering) teams that will drive immediate business impact and also set the business up for success as we scale.
• Regularly monitor the data within software platforms to ensure data quality is at the level expected and that the needs of the business are continuously met.
• Manage the business partnerships with external Customer Happiness software vendors: negotiate contracts, bring them deeper into our business, push them to add value and deliver capabilities we need, and hold them accountable to performance standards.
• Dive deep into the current technology landscape of our Customer Happiness team to understand the current state: business needs, capabilities, processes, and tools.
• Hold partners and teams accountable to the timelines and outcomes expected.
• Operate as the Subject Matter Expert on Customer Happiness platforms (core and adjacent), both for the tools we currently utilize and industry trends or new players that come to market.
• Identify risks related to data, processes, or platform scalability and prepare action plans to ensure optimal workflows and outputs.
• Design and manage workflows between the Customer Happiness and Technology functions to secure resources and drive speed, impact, and quality of delivery.
• Integrate new technologies into existing processes and provide recommendations for change where necessary.
• Create clear and comprehensive technical and process documentation, provide necessary inputs to our CH training team, and assign and monitor metrics to track adoption.

WHAT WE’RE LOOKING FOR:

• Strong analytical skills and a very structured approach.
• Experience utilizing Gladly or other similar customer service platforms.
• A growth mindset - AG is a growing company and we’ll build to support this growth!
• Strong attention to detail and a proven ability to manage multiple work streams at once.
• A full life outside of work with personal passions and hobbies!
• Strategic thinker who can see the finish line and work backward from there to create a clear plan for both how to make our ideas a reality and also to drive incremental value along the way.
• 8-10+ years of experience in Customer Experience, including a heavy Customer Service component.
• Experience utilizing SMS as a Customer Service communication channel with demonstrated examples of driving innovative experiences in this medium.
• Experience working cross-functionally and ability to effectively communicate with a wide range of stakeholders across functions and levels.
• An ownership mindset and demonstrated ability to prioritize, meet deadlines, drive progress, and resolve blockers across cross-functional teams.
• Experience translating business requirements into technical requirements.

WHAT'S IN IT FOR YOU?

• Annual company-wide retreats and quarterly department-wide meet-ups (COVID permitting).
• The opportunity to work with passionate, high-growth, business-minded colleagues.
• A mission-driven approach to each and everything that we do, with an overall goal to significantly improve our customer's health and wellness.
• A 100% remote working environment, which has been implemented from day one.
• Access to Athletic Greens product and swag items.
• 90% premium coverage for top medical, dental and vision plans.
• Paid maternity and paternity leave to allow you to spend time with your new family.
• Paid holidays and an unlimited vacation policy to ensure you have a healthy work-life balance.
• Employer paid short-term disability and life insurance.
• An immensely strong company culture that is enforced through the hiring process ensures values alignment and a highly collaborative team.
• A monthly fitness class credit to support you on your health and fitness journey.
• A 401k plan with company-matching because life is an opportunity and we care about your future.
• A brand new company laptop and a generous home-office budget so you can work your best.

AG is dedicated to providing equitable and competitive compensation & benefits packages. For this particular role, the base salary range is $140,000 - $170,000 and will ultimately be decided at the offer stage, based on an individual candidate’s level of skills and experience aligned with the needs of this role. Base salary is one component of total compensation for this position. We provide a competitive mix of base salary, performance bonus, and stock option allocation for eligible roles.

Athletic Greens is an Equal Opportunity Employer. We are committed to inspiring fulfilling lives, starting with a focus on health and we believe this starts in the workplace. We do this by providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where all team members can thrive, feel a sense of belonging, and make a difference in the world together. We do not discriminate based on age, race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, veteran status, disability, or any other status protected by law. We are an equal opportunity employer.