Senior B2B Program Manager

Overview Balsam Brands is expanding its B2B channel and seeking a Senior Strategist to help improve and scale the customer and operational experience across the business. This role sits at the intersection of digital experience, commercial operations, analytics, and customer experience. The position reports to the General Manager, B2B Growth and is expected to work in a hybrid model (in-office Monday–Wednesday).

What you’ll do B2B Digital Experience Support ongoing improvements to the end-to-end B2B customer journey, including discovery, account setup, ordering, reordering, and self-service experiences Identify customer pain points and operational friction through data analysis, stakeholder feedback, and customer insights Partner with technology, marketing, merchandising, and customer service teams to support implementation of B2B-specific digital enhancements Help evaluate opportunities to improve usability, efficiency, and conversion across B2B experiences Contribute to roadmap planning by surfacing customer and operational insights that inform prioritization Commercial Operations & Process Improvement Document and analyze current B2B workflows across quoting, ordering, fulfillment, and support processes Identify operational inefficiencies and recommend scalable improvements Support cross-functional coordination to improve customer experience and reduce manual work Create and maintain process documentation, playbooks, SOPs, and knowledge-sharing resources Participate actively in projects and collaborate effectively across teams to drive execution Analytics & Business Insights Monitor B2B performance metrics including conversion, average order value, repeat purchase behavior, fulfillment speed, and customer satisfaction Analyze data to identify trends, gaps, and opportunities for improvement Build structured recommendations and business cases using data and customer insights Track initiative outcomes and share results with stakeholders to support continuous improvement Customer & Market Understanding Develop understanding of B2B customer segments including corporate gifting, hospitality, facilities, and enterprise buyers Gather and synthesize feedback from customers, internal partners, and service teams to identify recurring themes and opportunities Stay informed on B2B ecommerce trends, customer expectations, and competitive practices relevant to Balsam’s business What You Bring to the Table Required 5–8 years of experience in B2B ecommerce, digital operations, customer experience, product support, commercial operations, or related fields Experience using data and customer insights to identify problems and support business improvements Strong organizational and project coordination skills with the ability to manage multiple priorities effectively Ability to work cross-functionally and build productive working relationships across teams Strong written and verbal communication skills with the ability to simplify complex information clearly Demonstrated problem-solving skills and a solution-oriented mindset Comfort operating in a fast-paced and evolving environment Demonstrated AI literacy, including the ability to effectively understand, evaluate, and apply AI-enabled tools and technologies in business contexts Preferred Experience working with ecommerce platforms such as Shopify Plus, Magento, BigCommerce, or similar systems Familiarity with B2B ecommerce workflows including quoting, bulk ordering, account management, or ERP-related processes Exposure to customer journey analysis, operational process improvement, or digital experience optimization Experience in retail, gifting, seasonal, or omnichannel business environments What Success Looks Like In the first 90 days, you have developed a strong understanding of the B2B customer journey, core operational workflows, and key business priorities. You have identified opportunities for improvement and built productive relationships with cross-functional stakeholders. By the end of year one, you have contributed to measurable improvements in customer experience, operational efficiency, and B2B business performance through thoughtful analysis, effective execution, and strong cross-functional collaboration.

About Us Balsam Brands is a global, omnichannel retailer with roots in Christmas and seasonal décor. We strive to present a people-first culture that values relationship building, authenticity, and doing the right thing. We have teams in Boise, the Bay Area, Dublin, Canada, Mexico, and the Philippines.

The company’s mission is to create joy together. We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to communities in impactful ways. Base compensation range: $97,715 to $122,144.

Compensation varies based on location, qualifications, and experience. We provide a competitive total rewards package. EEO & Diversity Balsam Brands is an equal opportunity employer.

We encourage people from all backgrounds to apply. We do not discriminate on the basis of protected status. We provide reasonable accommodations to participate in the job application and interview process. #J-18808-Ljbffr