Customer Relationship Manager (Hybrid)

At Fingerhut, you will enter a culture that encourages team members to be bold and courageous. A culture that is zealous in pursuit of our mission to help our customers live a better financial life. In this culture, our team members find opportunities to stretch themselves, have a voice that is valued and is listened to have a sizeable impact on the business, work cross-functionally and collaboratively. We are continually innovating and improving, challenging ourselves to take risks, learn from mistakes, and celebrate success as a team. We also grow careers, giving employees on-the-job stretch assignments, lateral moves to expand knowledge bases, and promotional opportunities that help to accelerate development.

The Customer Relationship Manager will support the Granterion organization of Bluestem Brands providing logistic and fulfillment services by providing relationship management, retention, growth, and creating a strategic business plan for clients. In this role, you will support client onboarding requirements in partnership with internal partners to ensure the entire project processing cycle and services are delivered to clients. You will also build a customer services-oriented organization to foster strong working relations with internal and external clients. Additionally, you will oversee a seamless customer experience and provide management with accurate, timely, and consistent reporting.

This is not just another job but a job with a real purpose as Fingerhut's mission is to help Americans live a better financial life by helping them establish, build, or rebuild their credit. You'll help the business hold itself accountable to deliver on our mission every day.

We empower each employee to put the customer first and our culture of ensuring all employees have an impact enables an entrepreneurial passion. No matter what stage of your career, you'll make an impact on business results and interface with key leaders. As we continue to invest in machine learning, data-driven modeling, CRM tools and innovation, the future is very exciting. Join us in our mission!

This is a hybrid role that will require the individual to work out of our St. Cloud, MN Distribution Center and our Corporate office in Eden Prairie, MN as needed.

Duties and Responsibilities:

• Maintain relationships and serve as the point of contact and liaison for clients.

• Ensure issues are driven to resolution and partners to ensure client expectations and needs are being addressed.

• Key stakeholder in new client or new business development to ensure campaign and order management activities documented, accounted for, and properly negotiated in contracts.

• Lead and facilitate financial and strategic planning activities.

• Lead cross functional teams to discuss issues and provide solutions related to service, orders, fulfillment, and demand management.

• Oversee the aggregated future resources, process, procedure, and system requirements as changes in business dictate through demand management and annual planning activities.

• Review analyses of activities, costs, operations, and forecast data to determine department progress toward stated goals and objectives.

• Pitch concepts and summarize results during multiple client meetings (i.e. QBRs).

• Establish goals for internal teams to follow.

• Meet deadlines and project budgets.

• Own and lead the business capability of campaign management and order including system development, business requirement/process development, and is a stakeholder in enterprise OMS/WMS strategies.

• Lead the definition and implementation of standardized and optimized workflows across the enterprise to support the campaign and order management process.

• Ensure there are programs in place to monitor/audit order accuracy and departments productivity through reporting and dash boarding of the most important KPI's.

• Provides leadership in overall campaign and order management strategy and development for the organization.

• Perform other duties as assigned.

Required Qualifications:

• 5+ years of account management, operations management, finance, or other related experience

• Experience leading strategic initiatives and driving results.

• Experience working with senior management and/or executive level leaders within an organization.

• P&L Experience

• Strong customer service and interpersonal skills to handle multiple tasks and clients at once.

• Experience working in a fast-paced environment.

• Ability to travel 30% of the time

• Flexibility in schedule

Preferred Qualifications:

• Working knowledge and experience in 3PL industry or fulfillment, warehouse, shipping/receiving disciplines, and WMS.

• Contract experience (SOWs, RFP Management, etc.)

• Experience interfacing with clients to address current and future needs and resolve client issues.

• Six Sigma, Lean Six Sigma, or process re-engineering experience.

• Proficiency in Microsoft Office to include - Outlook, Excel, and PPT.

• Sales experience a plus

About Bluestem Brands

BLST Operating Company (Bluestem Brands) is a group of FinTech, and eCommerce Retail businesses (www.bluestem.com) led by our Fingerhut and Orchard Portfolios. This position falls under the Fingerhut - a long-standing fintech company. Check out www.fingerhut.com to see who we are and what we do for our customers. Fingerhut fuses our extensive years of data modeling and real-time analytics through machine learning to provide flexible payment options for our valued customers looking to establish, build, or rebuild credit. Qualifying customers use their accounts for e-Commerce purchases at fingerhut.com for everything they and their family need across a broad selection of national brands.

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