Director Professional Services (f/m/d)

NewStore is the essential omnichannel store solution for enterprise retailers. The company delivers Omnichannel-as-a-Service with the first platform combining mobile POS, an omnichannel order broker, and inventory management. Store operations from endless aisle to mobile checkout to fulfillment are executed on intuitive iPhone apps, creating a joyful shopping experience for the consumer and associate alike. NewStore customers include ANINE BING, Burton Snowboards, Decathlon, GANNI, Outdoor Voices, and UNTUCKit. It is backed by General Catalyst, Activant Capital, and Salesforce Ventures. Learn more at www.newstore.com.

About the role

NewStore is looking for a Director Professional Services to join our growing Field Service Team with a focus on both internal customer advocacy and external expertise. You will be involved from the initial customer contact through to the planning and execution of the project involving solution partners, internal software developers and clients. You will be orchestrating the aspects of project delivery by the professional services teams. Our ideal candidate will have a background in retail industry and commerce implementations successfully delivering projects internationally through internal, external and mixed delivery teams. You will also work closely with internal teams, including sales, product management and engineering, as well as solution partners. You will be responsible to monitor, coach and support with your leadership the delivery teams to meet timeline, budget and scope. As a fast growing company, your influence in defining methodology and processes will be critical to the company’s success.  

The position reports to the Head of Professional Services. The place of work could be in Berlin, Germany (preferred) or Germany remote with periodic travel to other company offices and customer locations.

Responsibilities:

• Setup delivery teams with a healthy mix of resources of various skills to successfully execute projects in time, budget and scope
• Grow the Professional Services team with respect to the needed skill sets and build an organisation which can deliver projects, support and consult solution partners and retail customers with hands on experience and in outstanding quality
• Manage and mentor the Professional Services team members to develop and strengthen their skills in all facets of their job profiles
• Monitor project execution, status reporting, invoicing, individual and team utilization and project profitability
• Cooperate with sales and solution partners by supporting scoping sessions, helping respond to RFPs, review proposals with the team and presentation to the prospect including commercial negotiation
• Support solution partners to adopt NewStore project rollout methodology and actively help their teams to deliver to NewStore project quality standards and KPIs
• Proactively identify difficult project situations and manage customer escalations
• As a seasoned customer-facing professional, influence stakeholders and team members

Qualifications:

• Proven success with delivering projects on time, in scope, and to customer business objectives
• Experience leading teams of technical, retail and project management excellence
• Creation and Review of project delivery contracts and scope documentation
• Leading professional services teams and help the grow
• Efficiently utilize resources, plan their project allocation, control costs and profitability 
• Experience working with onboarding and mentoring 3rd party delivery teams
• Relevant experience within the professional services needs in following subject areas: eCommerce, mPOS, order management, store fulfilment, CRM, ERP, SaaS and cloud solutions
• Enjoys working with customers - customer focused, solution oriented and deescalating
• Strong English language written and verbal communication skills, German a plus
• A facility for interpreting business needs into technical requirements, and making them accessible to different target groups
• Flexibility in the presence of shifting situations whilst maintaining a cool and dominant posture
• Methodical, strategic thinker who is supremely logical and can apply these skills to solve complex issues and can anticipate potential challenges related to invisible constraints
• Preferably university qualifications in a technical field such as engineering or computer science
• Travel 25-50%

Everyone is welcome here 🤗

At NewStore, we strive to create an inclusive environment that empowers our employees. We know that diverse teams make better teams. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!

Questions? We'd love to hear from you!

jobs@newstore.com

Interested in this position?