Lead the launch and growth of Havenly Brands’ commercial B2B sales program. Own strategy, pipeline development, account activation and retention, sales messaging, performance metrics, CRM improvements, and program infrastructure. Build relationships with commercial designers, procurement firms, and hospitality operators while collaborating with marketing, product, and operations to create a scalable revenue channel.

Own daily operations for a customer experience team by monitoring queues, rebalancing work, running huddles, handling escalations, supporting agents, and maintaining coverage. Resolve complex customer issues across email, chat, SMS, and phone while coordinating with Logistics and Order Operations. Identify recurring escalation themes, maintain reference materials, support onboarding, and provide frontline feedback. This is an individual contributor role requiring 40–50% customer contact handling and no direct people management.