Wholesale Experience Team Manager

Horizon Hobby•Champaign, IL

10d•$50,000 - $60,000•Onsite

About The Position

At Horizon Hobby, we inspire dreams and help build memories! Our company is the leader in the global Radio Control industry, celebrating 40 years in 2025! We offer tremendous opportunities for growth and development and a full array of benefits including discounts on our products! We are currently hiring for a Wholesale Experience Team Manager! We believe that exceptional customer experiences are the heartbeat of long-term business partnerships. Our mission is to empower our B2B clients with solutions that not only meet their needs but anticipate them, helping them grow, innovate, and thrive. We value curiosity, empathy, and a relentless drive to improve. Every interaction is an opportunity to strengthen trust and deliver measurable impact. As our Wholesale Experience Team Manager, you’ll be the architect of our retail partner journey. You’ll work across teams to design seamless, value driven experiences that will help our retail partners feel valued and ultimately lead to their success. Your strategies will deepen client loyalty, and your leadership will ensure every touchpoint reflects our commitment to excellence.

Requirements

Proven leadership 5+ years in a customer service supervisory role, with a track record of managing and motivating teams to hit their potential
Standout communication Excellent communication, interpersonal, and leadership skills that build trust with retail partners and team members alike
Creative problem-solving Strong analytical instincts and the creativity to turn tricky challenges into smart, lasting solutions
A results-driven mindset Demonstrated success developing and implementing strategies that move the needle on partner satisfaction
Technical fluency Hands on experience with customer service platforms like Zendesk, Salesforce, or Freshdesk
Industry know how Solid grasp of customer service best practices and emerging trends, with an eye toward what's next
Comfort with pace and change Thrives in a fast-paced, dynamic environment where priorities shift and no two days look the same
A natural motivator A track record of energizing teams, driving engagement, and getting the best out of the people you lead

Responsibilities

Lead a high-impact team - Own the day-to-day operations of the Experience Team, ensuring every retail partner inquiry, issue, and complaint is resolved quickly, professionally, and with genuine care
Turn insights into action - Monitor and analyze retail partner feedback and satisfaction metrics, spot trends before they become problems, and design strategies that measurably improve the retail partner experience
Grow your team's talent - Coach and mentor team members, helping them build the skills and confidence to deliver exceptional service and advance their own careers
Shape how we operate - Design and implement processes that raise the bar for consistency, efficiency, and service quality across the team
Be a cross functional partner - Work closely with other departments to align Experience Team initiatives with broader business goals, ensuring your work has visibility and impact company wide
Own the tough calls - Serve as the go to escalation point for complex partner issues, bringing sound judgment and a steady hand to resolve them alongside your team
Drive with data - Maintain clear, accurate records and report on retail partner interactions, team performance, and satisfaction trends to guide smart decision-making
Invest in people - Conduct regular performance evaluations and deliver feedback that helps team members grow, stretch, and thrive in their role