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Senior Manager, Workforce CRM

at Bellhops

Posted: 9/30/2019
Job Status: Full Time
Job Reference #: 66f2805f-6241-47a9-8a39-9435caffea8b
Keywords: operations

Job Description

Senior Manager, Workforce CRM

Atlanta, GA

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Bellhops offers customers a modern alternative to traditional moving ​companies by using a tech-enabled logistics-management platform to pair them with the most qualified drivers and movers ​in more than 39 cities across the country. The result is a friendly, low-stress moving services that make getting to the next stop in life much, much easier. From our simple booking process and pricing structure to our talented workers and attentive concierge team, everything about the company has been designed to create the most enjoyable experience possible.

This is where you come in...

Our bellhops (workforce) are the cornerstone of our business. They are the ones delivering the customer experience within each of our markets on a daily basis. As a rapidly growing business, we are always introducing new bellhops to our platform.

Your job will be to engage and communicate with our workforce as they progress on their journey from being an applicant on our platform all the way to a top bellhop leading 5-star customer experiences.

If this sounds right to you, come join our rocket ship! We are overhauling the moving industry, one move at a time.

General Responsibilities:

Ensure every bellhop on our platform knows what they are doing
- Moving is hard work, but it also requires skill and knowledge. Develop the processes and tips that help our bellhops deliver the professional service that customers crave and deserve.

Manage the bellhop lifecycle
- From “hey, a few extra dollars sounds fun” to a dedicated member of the community - you’re in charge of mapping the bellhop lifecycle. From the first email they receive from us, to the gentle tips along the way that turn them into an awesome mover and community mentor, you’re responsible for creating the digital communications architecture that serves as the voice of the company.

Communicate with the workforce
- You are responsible for deciding how we talk to bellhops and what tools we should use. Partner with the market operations team to bring those communications to reality. Remember that moving is a team sport and many of our bellhops in each city know each other well.

Understand the perfect move day experience
- Partner with our design team to research and map out the perfect experience that a customer should have depending on the product they purchase from us. Use this end goal to help design what each bellhop should know to make that a reality.


Marketing background
- Either through generalist or specialist CRM marketing, you have experience creating external-facing digital communications within a CRM framework combining personalization and data-driven methods. Examples of tools used are Salesforce, ExactTarget, Marketo, HubSpot, Intercom, etc.

Strong communicator
- You can communicate clearly and concisely, through both written and verbal channels. You can adapt your communication towards diverse audiences ranging from our workforce to internal leadership.

Project and stakeholder management capability
- The processes you design and the resulting decisions have company-wide impact and will require broad buy-in. You’re adept at driving teams towards consensus, working with others, and accomplishing things through influence.

Self-driven and highly adaptable
- Bellhops is still at a very early stage, and we’re still honing our model. You’re both in the driver’s seat as well as happily along for the ride - ready and willing to re-rack priorities as we learn more about our business.
You have a bachelor’s degree and 4+ years of relevant experience; people management experience is preferred but not required.

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