Lead, Customer Success

Advertised on: 11 Feb 2025_
Mandai X firmly, believes that both individuals and businesses possess the power to actively contribute to a sustainable future - one in which humanity, nature and all living beings can thrive side by side and foster mutual respect and care for one another’s existence.
Leveraging Mandai Wildlife Groups 50 years of experience in creating and managing world-leading zoological parks and wildlife precinct, Mandai X endeavours to spark, catalyse and accelerate innovative ventures in completely new domains that drive growth and impact at scale to enable and empower communities and companies with better choices to solve daily needs, while making the world a better place.
We are seeking a Lead, Customer Success & Operations to drive the successful distribution, sales, and operational execution of Ranger Buddies merchandise across partner precincts, retail stores, and activation sites. This role is critical in ensuring that our merchandise strategy is optimized for sales performance, customer engagement, and operational efficiency.
As the lead for customer success and merchandising operations, you will be responsible for:

Collaborating with partners to enable the sale of Ranger Buddies merchandise in their retail environments.
- Continuously improving merchandise offerings to maximize sales and profit margins.
- Setting up onsite retail operations and marketing activations to drive sales at partner locations (e.g., pop-up booths, experiential activations, and retail displays).
- Ensuring seamless execution across procurement, logistics, inventory management, and retail fulfillment.
- You will work closely with Mandai Wildlife Group and other retail partners to ensure product placement and sales strategies align with business objectives. While the IP Sales Representative manages partnership negotiations, you will oversee the execution of sales and operational processes, ensuring merchandise is successfully marketed and sold.
This role is ideal for a commercially savvy operations leader with expertise in customer success, merchandising, supply chain, and retail activations within consumer goods, edutainment, or licensing businesses.
Key Responsibilities:

1. Partner Collaboration & Sales Enablement
Work closely with Mandai Wildlife Group and other retail partners to drive sales of Ranger Buddies merchandise in their stores.
- Develop sales enablement strategies to ensure merchandise is well-positioned, marketed, and promoted effectively.
- Support partners by providing inventory recommendations, promotional strategies, and in-store marketing assets.
- Work alongside the IP Sales Representative to understand partnership agreements and operationalize merchandise strategies accordingly.
2. Merchandise Strategy, Development & Performance Optimization
Continuously analyze merchandise sales performance and refine product offerings to maximize revenue and profit margins.
- Identify new merchandise opportunities based on customer insights, market trends, and sales data.
- Oversee the end-to-end merchandise lifecycle, from product ideation and design to sourcing and production.
- Implement quality assurance (QA) processes to ensure all products meet brand, safety, and sustainability standards.
3. Onsite Retail & Marketing Activation Support
Set up and manage onsite merchandise sales operations, including retail displays, pop-up booths, and partner activations.
- Work with marketing teams to develop experiential retail strategies that drive customer engagement and increase sales.
- Ensure operational readiness for all retail activations, including POS systems, inventory tracking, and staffing coordination.
- Implement data-driven demand forecasting to ensure optimal stock levels for onsite and partner retail environments.
4. Customer Success & Retail Experience Optimization
Develop and execute strategies to enhance customer engagement and satisfaction with Ranger Buddies merchandise.
- Collect and analyze customer feedback and sales data to improve retail experience.
- Ensure that all merchandise activations align with brand storytelling, educational themes, and conservation messaging.
- Provide training and support to retail staff and partners to enhance product knowledge and sales effectiveness.
Experience:

At least 10+ years of experience in customer success, merchandising, retail operations, or supply chain management, preferably within consumer goods, edutainment, or branded merchandise businesses.
- Experience in launching or leading a startup or innovative venture, with expertise in partnership management, go-to-market strategy, and operations within a B2B2C environment.
- Proven track record in executing and managing merchandise activations in partner retail environments, ensuring strong sales performance, operational efficiency, and brand alignment.
- Meticulous attention to detail, with strong expertise in procurement, vendor management, and logistics, ensuring cost efficiencies, qu