• Devote exclusive attention and time during working hours to the business of the Company and perform the duties and responsibilities necessary to produce Net Commissions and Fees on behalf of the Company;
• Comply with all state licensing and continuing education requirements necessary to perform your duties;
• Ability to work in a self-directed way;
• Serves customers by selling products and meeting customer needs;
• Create and maintain a customer and prospect list from various sources (i.e., association lists) via a CRM;
• Prospects new accounts by planning and organizing on a daily, weekly, and monthly basis;
• Ability to create innovative solutions in the given market;
• Collect, review and provide accurate and timely submission information to account managers for marketing;
• Strong ability to take initiative and confidently direct customer interactions;
• Ability to organize, break down, and articulate thoughts, ideas, and instructions through verbal and written form;
• Assist in soliciting, preparation and review of insurance proposals, policies and renewal information for both P&C and Employee Benefits;
• Work in unison with the F&I producers to leverage relationships for potential opportunities;
• Able to separate themselves in frustrating situations and guide customers to efficient solutions;
• Strong verbal and written English communication;
• Strong organization and time management skills;
• Motivated by a fast-moving environment.

• Devote exclusive attention and time during working hours to the business of the Company and perform the duties and responsibilities necessary to produce Net Commissions and Fees on behalf of the Company;
• Comply with all state licensing and continuing education requirements necessary to perform your duties;
• Ability to work in a self-directed way;
• Take initiative and confidently direct customer interactions;
• Acquire new dealer distributors to meet or exceed the Company business plan;
• Collaborate with the leadership team to strategize the most optimum program and structure for each dealer;
• In conjunction with each new dealer, develop a game plan to maximize F&I income;
• Assure each game plan is executed properly by delivering training and developmental work required;
• While prospecting and proposing, gather “Market Intelligence” of competitors and share with the EVP, Sales Operations;
• Work in unison with the P&C/EB producers to leverage relationships for potential opportunities;
• Ability to organize, break down, and clearly articulate thoughts, ideas, and instructions through verbal and written form;
• Strong organization and time management skills;
• Strong verbal and written English communication;
• Motivated by a fast-moving environment.

Key Responsibilities

Ecommerce & CRO

Own site performance across homepage, PDPs, bundles, checkout, and mobile

Lead CRO testing roadmap (UX, offers, education, trust signals)

Ensure strong message match from paid media to landing experiences

Merchandising & Regimens

Own online merchandising, bundles, and systems (e.g., regimens / starter kits)

Support launches with clear positioning and education

Optimize pricing, promotions, and offers to balance growth and margin

Retention & Lifecycle

Own post-purchase journey across email, SMS, and onsite

Build and optimize lifecycle flows: education, replenishment, subscription, win-back

Reduce time to second purchase and increase repeat revenue

Subscription, Loyalty & CX

Own subscription onboarding, cadence optimization, and churn reduction

Partner with CX to improve retention moments

Support reviews, referrals, and loyalty programs

Analytics & Collaboration

Monitor daily dashboards and cohort performance

Translate insights into prioritized actions

Partner cross-functionally to improve the full customer journey

Qualifications

5–8+ years in Ecommerce, Retention, or Growth Marketing

Hands-on experience with Shopify (or similar platforms)

Strong understanding of CRO, lifecycle marketing, and subscriptions

Experience with email/SMS platforms (e.g., Klaviyo, Braze, Attentive)

Data-driven, fluent in CVR, AOV, LTV, CAC

Key Responsibilities:

 Strategic Leadership: Develop and execute a global customer support strategy aligned overall business objectives, enhancing customer satisfaction, loyalty, and retention.

 Team Leadership: Lead, mentor, and inspire a diverse team of customer support professionals across multiple locations, fostering a collaborative and results-oriented environment.

 Operational Excellence: Oversee the efficient and effective operation of global customer support call centers, ensuring consistent service levels, accurate information, and timely resolution of customer inquiries and issues.

 Digital Transformation: Champion digital transformation initiatives to optimize customer support processes, enhance self-service capabilities, and leverage technology to

improve key performance indicators (KPIs).

 Customer Advocacy: Act as a passionate advocate for the customer, ensuring their voice is heard and their needs are met throughout the organization.

 Cross-Functional Collaboration: Collaborate closely with sales, marketing, product, and other departments to develop integrated strategies and programs that enhance the overall customer experience.

 Performance Management: Monitor and analyze key performance indicators (KPIs) related to customer satisfaction, resolution rates, cost per contact, and other relevant metrics. Identify areas for improvement and implement data-driven solutions.

 Process Improvement: Continuously evaluate and improve customer support processes, policies, and procedures to enhance efficiency, effectiveness, and customer satisfaction.

 Risk Management: Work closely with the compliance and legal departments to address complaints, policy enforcement, and termination issues.

Qualifications:

 Bachelor degree in business, marketing, or a related field (or equivalent experience).

8-10+ years of progressive experience in customer support leadership roles, focusing on global operations.

 Proven track record of building and leading high-performing customer support teams in a fast-paced, high-volume environment.

 Strong understanding of contact center technologies, CRM systems (e.g., Nice inContact), and workforce management tools.

 Experience leading digital transformation initiatives and leveraging technology to improve customer support operations.

 Excellent communication, interpersonal, and problem-solving skills.

 Ability to think strategically, analyze data, and make data-driven decisions.

 Demonstrated ability to build strong relationships and collaborate effectively with cross-functional teams.

 A passion for customer service and a commitment to delivering exceptional customer experiences.

 Comfortable challenging the status quo and driving innovation in customer support practices.

 Demonstrated experience building organizational relationships, fostering open communication, and cross-functional collaboration.

 Proven aptitude in living the Customer Experience and collaborating with customer service colleagues globally to meet customer expectations through organizational objectives.

Key Responsibilities

• Lead the strategy to scale a high-growth Employee Benefits business significantly year-over-year.

• Partner closely with producers and leadership to accelerate new business wins.

• Leverage deep market expertise and carrier relationships to deliver differentiated client solutions.

• Build repeatable strategies that increase deal volume, close rates, and retention.

• Oversee the full EB service and operations function (Account Executives, Managers,

Analysts).

• Build scalable infrastructure, workflows, and team structure to support rapid growth.

• Implement best-in-class processes across submissions, renewals, and client experience.

• Drive efficiency, accountability, and performance across the organization.

• Strengthen partnerships with key carriers and underwriting leaders.

• Create innovative plan design and funding strategies tailored to employer needs.

• Ensure BDA remains positioned as a forward-thinking leader in the EB marketplace.

• Hire, develop, and inspire a high-performing team.

• Establish a growth-oriented, entrepreneurial culture that challenges traditional agency norms.

• Serve as a key member of the leadership team shaping the future of the business.

• This role is expected to expand in scope over time, including broader oversight across additional lines of business such as Property & Casualty operations.

Qualifications

• 10+ years of progressive leadership experience in Employee Benefits.

• Proven success growing and scaling an EB agency, division, or book of business.

• Strong understanding of sales strategy, client acquisition, and competitive positioning

• Established carrier relationships and market credibility.

• Experience leading multi functional operations and service teams.

• Strategic mindset with strong execution and financial discipline.

• Exposure to Property & Casualty is a plus.