Senior B2B Customer Experience Manager – Wholesale, Corporate Gifting & Marketplace Support – Drive Client Satisfaction, Retention & Revenue Growth at brighthush

About brighthush

brighthush is a trailblazing direct‑to‑consumer brand that redefines comfort, mental wellness, and inclusivity. Our mission extends beyond apparel; we cultivate a vibrant community where every individual feels seen, supported, and empowered. By blending thoughtful design with purpose‑driven storytelling, brighthush has become a trusted name for consumers who value both style and well‑being. As we expand our footprint into wholesale, corporate gifting, and marketplace channels, we’re looking for a dynamic leader to elevate the B2B experience and help us scale our impact.

Why brighthush is the place to grow

At brighthush, we believe that great work starts with a culture that celebrates curiosity, collaboration, and continuous learning. Our remote‑first environment empowers you to work from anywhere while staying connected to a passionate, diverse team. We invest in professional development, provide access to industry conferences, and encourage cross‑functional projects that stretch your skill set. Whether you’re a seasoned customer experience specialist or a rising star in account management, brighthush offers a clear path to leadership and the chance to shape the future of B2B commerce.

Role Overview

As the Senior B2B Customer Experience Manager, you will be the linchpin that connects our business customers—wholesale buyers, corporate gifting partners, and marketplace sellers—to the operational excellence that defines brighthush. You will own the entire customer journey from first contact to post‑purchase support, ensuring that every interaction reflects our brand’s commitment to quality, transparency, and delight. Your influence will directly impact customer satisfaction, repeat revenue, and the scalability of our B2B programs.

Key Responsibilities

• End‑to‑End B2B Experience Ownership – Design, implement, and continuously refine the customer lifecycle for wholesale, bulk, and corporate gifting accounts.
• Primary Point of Contact – Serve as the trusted liaison for all business inquiries, order updates, pricing discussions, shipping issues, returns, and escalations.
• Relationship Building – Proactively engage with key accounts, delivering personalized solutions that drive repeat business and long‑term loyalty.
• Cross‑Functional Collaboration – Partner with Operations, Inventory, Finance, E‑commerce, and Marketing to align on product availability, fulfillment timelines, and service‑level agreements.
• Marketplace Support – Manage support for business customers purchasing through wholesale retail marketplaces, ensuring compliance with platform policies and seamless order flow.
• Order Lifecycle Management – Oversee order entry, quote coordination, invoicing, payment follow‑ups, and shipping arrangements, establishing clear escalation paths for high‑priority cases.
• Process Improvement & SOP Development – Create and maintain standard operating procedures, FAQs, communication templates, and workflow diagrams that streamline B2B operations.
• Performance Analytics – Track and report on KPIs such as response time, resolution time, order accuracy, on‑time delivery, customer satisfaction, and repeat purchase rates.
• Strategic Insight – Identify trends, uncover pain points, and recommend data‑driven solutions that enhance the B2B customer experience and operational efficiency.
• Scalability Planning – Collaborate with leadership to design scalable tools and processes that support growing account volumes and new program launches.

Essential Qualifications

• 3–5+ years of proven experience in customer experience, account management, or B2B support within wholesale, bulk ordering, or corporate gifting environments.
• Deep understanding of order management systems, inventory coordination, shipping logistics, and post‑purchase support.
• Exceptional written and verbal communication skills, with a track record of building trusted relationships with business customers.
• Strong project management and organizational abilities, capable of juggling multiple accounts, deadlines, and cross‑team initiatives.
• Demonstrated problem‑solving acumen: ability to troubleshoot issues, manage escalations, and coordinate solutions across diverse teams.
• Proficiency with customer service platforms, CRM tools, order management systems, and advanced spreadsheet functions.
• Proactive, detail‑oriented mindset with a strong sense of ownership and accountability.

Preferred Qualifications

• Experience managing wholesale marketplaces such as brighthush (formerly Faire) or similar B2B retail platforms.
• Background in corporate gifting, employee gifting, client gifting, or seasonal gifting programs.
• Familiarity with e‑commerce platforms, ERP systems, inventory management tools, and shipping platforms.
• Track record of building customer support workflows, documenting SOPs, and driving operational improvements.
• Experience leveraging customer service metrics and order data to inform business decisions.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strategic thinking and data‑driven decision making.
• Excellent interpersonal skills and the ability to influence stakeholders at all levels.
• Adaptability to fast‑paced environments and changing priorities.
• Strong analytical skills, with the ability to translate metrics into actionable insights.
• Technical proficiency in CRM (e.g., Salesforce, HubSpot), order management systems, and collaboration tools (Slack, Asana, Trello).

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market. You’ll have the chance to:

• Lead cross‑functional initiatives that shape the future of B2B commerce.
• Mentor junior team members and develop a high‑performing customer experience squad.
• Take ownership of new program launches, from concept to execution.
• Participate in industry conferences, webinars, and workshops to stay ahead of trends.
• Advance into senior leadership roles such as Director of B2B Customer Experience or Head of Wholesale Operations.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means you can work from anywhere, but we also host quarterly virtual town halls, monthly hackathons, and spontaneous “coffee chat” sessions to keep the team connected. We celebrate diversity, encourage creative problem‑solving, and reward initiative. Your voice will be heard, and your ideas will shape the direction of our B2B strategy.

Compensation, Perks & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses tied to customer satisfaction, retention, and revenue growth.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Company‑covered health, dental, and vision insurance.
• 401(k) plan with a 5% match.
• Unlimited learning stipend for courses, certifications, and conferences.
• Employee wellness program, including virtual fitness classes and mental health resources.
• Discounts on all brighthush products and early access to new releases.
• Remote‑friendly stipend to set up an ergonomic home office.

How to Apply

Ready to elevate the B2B experience at brighthush? Submit your resume and a cover letter that highlights your most impactful customer‑experience achievements. Tell us how you’ve turned complex challenges into seamless solutions and how you envision driving growth for our wholesale and corporate gifting programs.

Join brighthush and Make an Impact

At brighthush, we’re more than a brand—we’re a movement that empowers people to feel comfortable, confident, and cared for. As Senior B2B Customer Experience Manager, you’ll play a pivotal role in ensuring that every business partner feels valued and supported. If you’re driven by data, passionate about service, and eager to shape the future of B2B commerce, we want to hear from you. Apply today and help us bring comfort and wellness to every corner of the world.