Senior Strategist, B2B Growth

Balsam Brands•Redwood City, CA

3d•$97,715 - $122,144•Hybrid

About The Position

Balsam Brands is expanding its B2B channel and looking for 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. You will partner closely with the GM of B2B Growth and cross-functional teams to identify friction points, improve workflows, support digital initiatives, and drive operational improvements that strengthen conversion, retention, and customer satisfaction. This is a high-execution individual contributor role for someone who is analytical, collaborative, customer-focused, and comfortable navigating ambiguity while driving work forward.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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

Benefits

Competitive compensation, including a cash-based incentive plan; salary is reviewed yearly and may be adjusted as part of the normal compensation review process
Comprehensive Medical, Dental, and Vision coverage, with 100% of monthly premiums covered for team members, and 85%+ employer-paid premiums for other coverage tiers that include dependents
Up to $2,000 annual funding toward HSA accounts
Medical, transit, dependent care FSA
Infertility coverage offered on all medical plans
Generous parental leave program and flexible return options
Company-paid life and AD&D insurance
Company-paid short and long-term disability insurance
401(k) with dollar-for-dollar company match up to $4,000 per calendar year
Employee Assistance Program (EAP) and other mental health and wellness perks
Paid holidays, annual shutdown week, PTO, and volunteer time-off (VTO) packages
Paid 5-week sabbatical leave after 10 years of employment
Annual continuous learning benefit up to $1,000 per person, per fiscal year
Up to $300 flexible reimbursement to support setup of new team member's work-from-home environment
Generous team member merchandise discount
Valuable extras: identity theft protection, subsidized parking, monthly wellness, pet insurance, accident & critical illness insurance