Havenly Brands (Havenly, Interior Define, Burrow, The Citizenry, The Inside, and St. Frank)

Role Description Havenly Brands is looking for a Manager, Paid Social to own paid social acquisition across our portfolio of seven home brands: Havenly, Interior Define, Burrow, The Citizenry, The Inside, St. Frank, and The Expert. You'll be the hands-on expert running Meta at scale while building out our presence on emerging channels like Pinterest, TikTok, and Reddit. WHAT YOU'LL OWN - Day-to-day strategy, execution, and optimization of paid social campaigns across Meta (core), Pinterest, and emerging platforms (TikTok, Reddit) across all seven Havenly Brands properties - ~$XXM in annual paid social budget: allocation, pacing, and performance accountability across brands and channels - Creative testing roadmap: running structured tests and feeding clear performance signal back to Brand and Creative teams - Testing roadmap, setting up incrementality testing on platform and other in-platform A/B testing features, in partnership with data and engineering teams - Influencer and UGC integration: understanding how creator content performs as paid creative and helping shape paid strategy with relevant partners - Campaign-level reporting and insight generation: consistent, clear, and actionable - Platform relationships with Meta, Pinterest, TikTok, and others - Ownership in partnership with data and engineering teams of pixel and CAPI event health - Feed management in social platforms of 200k+ SKUs WHAT YOU'LL DRIVE - Hit acquisition volume and ROAS/efficiency targets across the portfolio, managing the complexity of multiple brands with different funnels and goals - Drive R&D and testing for new channels and new ad types within current channels: bring a POV, partner with data, and test it - Deploy AI tools (Claude, platform-native AI features) to accelerate analysis, briefing, and optimization workflows - Leverage Rockerbox, GA4, and Looker to understand true channel performance and attribution, not just in-platform numbers - Testing roadmaps in partnership with data and analytics - Stay ahead of platform changes, creative formats, and audience behavior - Partner closely with the Director, Growth Marketing on channel strategy, budget decisions, and creative direction Qualifications - 6+ years in paid social or performance marketing, majority hands-on in social channels - Deep Meta Ads expertise: campaign architecture, bidding strategy, audience structure, creative testing - Meaningful experience on at least two other platforms: Pinterest, TikTok, Reddit, Snapchat, or similar - Experience managing $10M+ in paid social budget; $20M+ preferred - Strong creative instincts: you can identify what's working and why, and give useful feedback to creative teams - Fluency with third-party attribution tools (Rockerbox, Northbeam, Triple Whale, or similar): you don't trust in-platform data, or attribution tools, as the source of truth - Comfort with AI tools as genuine workflow accelerators - DTC e-commerce background required; home, lifestyle, or design category experience a plus - Multi-brand experience preferred - Team management experience a plus Benefits - Competitive compensation - PTO - Volunteer days off - Health benefits (medical, dental, vision and disability) - 401(k) with match - Paid parental leave - Design services - Furniture discounts - Anniversary merchandise credits Company Description Havenly is an Equal Opportunity Employer. Havenly's employment decisions are made without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status. Applicants must be currently authorized to work in the United States on a full-time basis.

This is a remote position located in Latin America. It will be a long-term contract. Resumes must be submitted in English. Any resumes submitted in other languages will not be considered. Role Overview We are seeking a highly reliable and proactive HubSpot Operations Manager based in LATAM to own the day-to-day health, performance, and optimization of our HubSpot ecosystem. This role is critical to ensuring our CRM runs seamlessly across sales and marketing—supporting a fast-moving U.S.-based team through both real-time collaboration and strong async execution. This is not just a support role—you will act as the system owner, responsible for maintaining quality, solving issues quickly, and continuously improving how HubSpot drives the business. Key Responsibilities HubSpot Ownership & System Health - Own the ongoing management, QA, and optimization of HubSpot across pipelines, workflows, and data - Conduct proactive audits to ensure workflows, sequences, and automations are functioning correctly - Maintain high standards for data cleanliness, structure, and consistency - Identify issues before they impact the business and resolve them quickly Inbound Support & Team Enablement - Act as the first line of support for HubSpot-related requests from U.S.-based teams - Respond quickly and clearly to inbound questions (same-day turnaround expected during overlap hours) - Troubleshoot issues across workflows, sequences, deal stages, and integrations - Document solutions and help educate teams to prevent repeat issues Workflow & Automation Execution - QA, optimize, and maintain all existing workflows and sequences - Build and launch new workflows and automation to support evolving initiatives - Ensure automation logic is scalable, efficient, and aligned to business goals Analytics & Performance Monitoring - Monitor performance of sequences, workflows, and sales activities - Identify gaps or inefficiencies and proactively recommend improvements - Build and maintain dashboards to support pipeline visibility and performance tracking Cross-Functional Execution (Async + Real-Time) - Translate business requirements into HubSpot builds with minimal oversight - Work effectively across async communication (Slack, docs) and live collaboration - Provide clear updates on progress, blockers, and completed work Integrations & System Reliability - Maintain and QA integrations with tools like Dialpad, Magento, and other systems - Troubleshoot sync issues and ensure data flows correctly across platforms - Stay current on HubSpot updates and recommend improvements Qualifications - 3–6+ years of hands-on HubSpot experience (Sales Hub required) - Proven experience working remotely with U.S.-based teams - Strong English communication skills (written and verbal) - Demonstrated ability to work independently and proactively in an async environment - Deep understanding of workflows, automation logic, CRM data structure, and reporting - Strong troubleshooting and problem-solving skills - High attention to detail and commitment to data accuracy - Experience supporting sales teams and pipeline management preferred Success Metrics - Fast, reliable response times to inbound requests - Reduction in workflow errors and system issues - Improved data cleanliness and CRM accuracy - Increased efficiency and performance of automation and sequences - Strong adoption and satisfaction from internal teams What We’re Looking For - Highly responsive and dependable during U.S. working hours overlap - Self-starter who does not require step-by-step direction - Clear communicator who keeps stakeholders informed without being asked - Process-minded operator who can both fix and improve systems - Comfortable working in a fast-paced, evolving environment with shifting priorities

Role Description We are seeking a highly motivated and customer-focused Team Lead, Customer Experience to provide day-to-day management for our Customer Experience (CX) team across one or more of our Havenly brands. This role is crucial for ensuring the team meets its performance objectives and delivers a best-in-class customer journey. The ideal candidate will be a hands-on leader, blending operational execution, direct team coaching, and a proactive focus on process improvement. This position supports the day-to-day CX operations, focusing heavily on driving team performance, development, and coaching CX team members. Responsibilities - Team Leadership & Performance - Provide day-to-day management for the CX team, ensuring they are successful in meeting metrics and performance objectives (e.g., CSAT, response time, resolution time). - Provide consistent coaching and development to CX Associates, fostering a culture of accountability and continuous improvement. - Monitor and motivate daily team productivity, implementing immediate, tactical adjustments to daily operations to meet targets. - Conduct regular performance check-ins, delivering constructive feedback and celebrating successes to drive high engagement. - Act as a final point of escalation, handling complex and escalated client situations (including inquiries about returns, tracking, product requests, refunds, and more), while coaching team members through resolution. - Support CX Managers in understanding KPI performance and proactively calling out areas for improvement. - Support the hiring and onboarding process for new CX team members. - Operational Excellence & Process Improvement - Proactively identify opportunities for process improvements leading to efficiencies in workflows across our support teams. - In partnership with Senior Leadership, create and manage new processes and procedures for team efficiency and quality. - Uphold company and vendor policies while understanding and advocating for our clients’ needs. - Support the execution of strategic projects and process updates to ensure we are continually improving our customer’s ordering experience. - Collaborate with internal partners, especially our Logistics partners, to inform policy and process improvements and resolve day-to-day operational issues that impact the customer experience. - Gather feedback from the team, particularly around immediate technical issues or marketing program experiences, and communicate this to CX leadership and key partners. - Champion the effective use of CX technology (e.g., ticket routing, knowledge base) within the team to optimize daily workflow and improve team productivity. - Support the development and maintenance of comprehensive training programs and reference materials. - Ensure team adherence to established processes and quality standards across all brands through ongoing training reinforcement. - Data & Reporting - Monitor, analyze, and report on key team performance indicators (KPIs) and operational metrics, proactively highlighting trends and potential risks to the Director of CX. - Support data-informed operational decisions by compiling and presenting weekly and monthly performance reports. Qualifications - 2+ years of professional experience in a Customer Experience, Operations, or related role. - 1+ year of demonstrated success in coaching, training, or leading a team of direct reports or equivalent experience (e.g., Agents). - Practical experience with modern CX technology stacks (e.g., Zendesk, Salesforce Service Cloud) and a commitment to leveraging tools for efficiency. - Basic functional understanding of fulfillment operations and their impact on the customer experience. - Strong analytical and problem-solving skills, with a track record of driving team performance through data-informed coaching. - Excellent written and verbal communication skills, with the ability to clearly articulate feedback and operational needs to both direct reports and senior leadership. Benefits - This is a remote, full-time exempt position headquartered in Denver, CO. - Our total rewards package includes competitive compensation based on experience. - Generous PTO, volunteer days off, health benefits (Medical, Dental, Vision, Disability), company equity, 401K, and Fertility benefits. - Free design services, furniture discounts, and merchandise credits.