tonies® USA

Job Description

Tonies US is looking for a Senior Manager, US App Experience, who is passionate about delivering best in class digital customer experiences and journeys and bringing value to families across the US. As a member of our US E-Commerce team, you will partner with developers, UX/UI designers and the product management team in our Central Digital team in Germany to fully optimize and localize our global App experience for US consumers. You will build a GTM strategy for the US app experience by bringing a general manager mindset to drive this strategically important sales and discovery channel to its maximum traffic and revenue growth potential in an omnichannel retail environment.

You are a self-driven “athlete” equally comfortable building a high-level strategic 5-year plan as you drive the execution details. You like to roll up your sleeves and tackle large and small tasks across user research, user testing, content curation, merchandising, tracking and analytics. You are highly collaborative and enjoy the process of partnering with and influencing cross functional stakeholders in a global environment, including Brand Marketing, Sales, Operations, Customer Happiness, Content, Product Management, Growth and external vendors. The ideal candidate thrives at the intersection of e-commerce, content discovery, growth marketing and analytics. This position reports to the VP, E-Commerce at Tonies USA.

How You Will Make an Impact

• Review and confirm the existing user research process to ensure that it best reflects the opportunities in the US market.
• Function as subject matter expert for best-in-class app experiences in the US market, conducting thorough research and benchmarking to advise on central app product roadmap.
• Gather app feature requests from cross functional stakeholders, including Marketing, Customer Happiness, Site and Growth teams.
• Map user flows and customer journeys in partnership with CRM team to maximize flywheel of in app shopping, push notifications, email and SMS communications to drive repeat purchase frequency and CLV.
• Define features that matter most to the US market. Prioritize features using quantitative and qualitative methods.
• Partner with UX/UI, development, and product management teams in Germany to bring features to the US market.
• Lead QAT process for all updates and releases in the US market.
• Merchandise and manage content to serve the most relevant content and products to each user.
• Work with analytics to apply deep understanding of cohorts and customer segmentation to deliver the right message to the right user at the right time.
• Measure and track app performance via ecommerce KPIs such as revenue, conversion rates, repeat purchases and CLV, as well as customer satisfaction metrics like NPS and app reviews.
• Apply learnings to drive continuous improvements across customer engagement, customer satisfaction and lifetime value metrics.

What We are Looking For

• Unrelenting commitment to seamless execution and attention to detail
• Strong sense of channel ownership with the drive for continuous improvements and growth
• A roll up your sleeves mentality, with a passion for problem-solving, big and small
• Ability to extract actionable insights out of complex data sets.
• Stellar communication skills, able to work up, down, and across the organization and effectively problem solve and influence at all levels.
• Growth mindset – creative, naturally curious, and willing to take intellectual risks.
• A team player with strong interpersonal skills who enjoys working cross-functionally.
• A high level of learning agility and comfort with ambiguity in a rapid growth, scale up environment.
• Experience in site merchandising, content management, digital operations, performance marketing, product management, or site analytics
• Comfort in a 100% Remote setting – desire to work remotely, but not alone – with mature, socially minded professionals.
• Willingness to work hours that are compatible with stakeholders in Europe and California (e.g., 9am EST / 7am PT latest daily start time)
• BA or BS degree; MBA a plus
• Preferred, but not required: experience with ESPs like Braze, Klaviyo etc.

How to apply

If this job is interesting to you, please email [email protected] with a short description of:

“Name your favorite three apps for “commerce, subscriptions, and content and list your favorite 2 features for each.” (250 words or fewer)

Join the tonies® Team

We’re tonies®, makers of the Toniebox, an award-winning, screen-free audio system designed for little listeners ages three and up. We believe childhood should be a time filled with curiosity, wonder, and imagination – not spent staring at screens. Through audio stories and songs, the Toniebox offers a safe and playful way for children to experience the magic of narrative long before they can read the words on a page. With millions of Tonieboxes sold worldwide, we’re redefining story time and offering families a better option when it comes to the entertainment they offer their kids. Our story is just getting started. In 2021, we were named one of Fast Company’s World’s Most Innovative Companies. Our team is growing fast with triple-digit growth rates, and we are looking for exceptional talent to join our amazing remote team in the US. This new team member will have the mindset to: Leave a thumbprint (ownership mentality, not ego-driven but results driven), Speak the truth (have the hard conversations), Give Energy (positive attitude, solution-oriented), Collaborative-Spirit (contribute everywhere, not just in their department/silo, want each other to succeed), and Scrappy Mentality (can adapt to the tools and situation and find solutions, while working towards consistency won’t shut down when things change, able to pivot with good info).

tonies® USA

Are you passionate about entertaining and educating America’s children? If so, read on! Our Customer Success Manager, NuOrder has a customer first mentality who is passionate about the tonies mission and product. They are extremely operational in nature and enjoy the fusion of improving customer experience through operational excellence. They are the system owner of the B2B platform, NuOrder, and ensure it is executed at a high level in brand and product presentation and optimised to scale the business, as well as provide a seamless experience and a complete self-service customer experience. They facilitate the success of our specialty and educator program that is managed within NuOrder.

This position is perfect for someone who enjoys getting into the details, loves challenges, problem solving, and welcomes a blend of both operational and customer-facing needs. The Customer Success Manager will support the Head of Customer Operations and work closely with the National Sales Manager and Channel Operations teams.

Responsibilities:

• Liaison between Sales and Operations team, working cross functionally to ensure needs of retailers are met.
• Manage new product creation in NuOrder. This includes ensuring UPC, product description, price and creative assets are accurate and regularly maintained
• Maintain NuOrder site merchandising to ensure creative assets stay current
• Assist with retailer and educator marketing campaigns within the NuOrder platform
• Partner with Customer Operations on retailer & educator questions regarding NuOrder (order process, troubleshooting, etc.)
• Manage the educator experience within NuOrder and work closely with the Educator team to grow the channel
• Create, maintain and update SOPs for NuOrder
• Manage weekly selling, shipping and other order management reports
• Look for opportunities in current processes that could improve efficiencies and retailer experience. Maintain close relationships with NuOrder representatives.
• Ability to work in a collaborative environment, ensuring detailed communication across all internal channels
• Consistent advanced knowledge on products offered and ability to discuss available options

What You Bring

• 2+ years of wholesale account management experience. Experience in the toy industry is a plus
• Experience with working within an ERP and NuOrder(or similar) is a must
• Highly proactive. Easily able to recognize trends and escalate for immediate resolution.
• Looking for someone who is customer-oriented, can quickly build relationships, has great interpersonal skills, is solution oriented, and remains curious and innovative about how to better service the needs of the brand and specialty sales team.
• Critical thinker who will use all resources to arrive at the best solution for the retailer and brand
• Active listener who is a determined problem solver
• Ability to learn and adapt quickly to new systems and software

Question:

If this job is interesting to you, please email [email protected] with your resume and a short description of “What is your favorite NuOrder feature and how does it drive CLV?” (250 words or fewer)

Join the tonies® team

We’re tonies®, makers of the Toniebox, an award-winning, screen-free audio system designed for little listeners ages three and up. We believe childhood should be a time filled with curiosity, wonder, and imagination – not spent staring at screens. Through audio stories and songs, the Toniebox offers a safe and playful way for children to experience the magic of narrative long before they can read the words on a page. With millions of Tonieboxes sold worldwide, we’re redefining storytime and offering families a better option when it comes to the entertainment they offer their kids. Our story is just getting started, and in 2021 we were proudly named one of Fast Company’s World’s Most Innovative Companies. Our team is growing fast with triple-digit growth rates, and we are looking for exceptional talent to join our amazing remote team in the US.

tonies® USA