Jaclyn Hoffman

Experience

• 

  Menards

  May 2012 - Mar 2019

  • Drive overall customer relationship management (CRM) and marketing efforts to engage customers across all digital channels • Research and analyze root cause of daily and escalated exceptions concerning shipping, receiving, inventory, and return related issues• Identify projects, develop business cases, and manage aspects of projects from concept through to implementation, ensuring aligned with company goals.• Work closely with marketing, sales, service/support, and Web design and development teams to ensure that E-Commerce solutions support business strategy and integrates with website while reducing inefficiencies.• Direct responsibilities include hiring, disciplinary action, performance reviews, coaching, developing work improvement plans, and providing work direction for 15 direct reports • Key stakeholder of online website content management, including product enhancement, photographs, and up-to-date product information• Ensure credit card chargebacks relating to E-Commerce transactions are responded to accurately and timely to increase profitability• Perform fraud review for any orders that are designated for review within our systems and approve any orders that are legitimate in a timely manner, so these orders are not delayed in shipping• Directly assist customers with post-order issues, including tracking and potential errors in delivery Show less • Led recruitment efforts and conducted mentoring programs for 1,000+ Front End Managers throughout the organization, conducted audit reports to provide additional team member support• Coached and developed department managers in employee relations, team development, customer service, and business acumen• Traveled 3+ times per week visiting various stores throughout the 13 state region to provide additional hands-on training and auditing consultations on front end operations, employee morale, payroll efficiencies, and workload management• Developed training documents, policies, and procedures to improve the customer service experience and ensure process standardization Show less

  • E-Commerce Guest Service Manager

    Mar 2016 - Mar 2019

  • Front End Advisor

    Jul 2014 - Mar 2016

  • Front End Manager

    May 2012 - Jul 2014
• 

  Jamf

  Mar 2019 - now

  • Manage buyer experience, processes, and order management of eCommerce platform to ensure reduction in fulfillment by 24 hours and accuracy of 99.99%.• Align with sales organization to optimize the customer experience and reduce friction in buying process.• Work within Agile framework by setting roadmap for developers and engineers that resulted in increase of production by over 50%. • Utilize customer data to highlight trends and create actionable enhancements that have increased sales YoY 31%• Manage eCommerce Specialist with people first mentality, as well as key stakeholder relationships. Show less • Perform key people management responsibilities including onboarding, developing, and supervising team of 20 individual contributors, along with conducting performance appraisals and coaching for performance and career growth.• Decreased onboarding time of new team members by over 50% through mentoring, adapting training mechanisms, and ensuring deadlines were kept.• Proactively maintain and expand relationships with stakeholders of Support and Sales teams to ensure that all were aligned to further drive organizational goals. • Drive cross-team and cross-department technical collaboration in critical customer escalations. Show less The Customer Success Manager position works within the Customer Success Department and operates in the Account Owner role. They are responsible for customer engagement, adoption, and retention. They work closely with internal Jamf roles to ensure overall customer satisfaction through periodic check-ins, outreaches, and maintenance tasks. This role requires an understanding of Jamf products, customer environments, and common technical workflows. CSMs are expected to be the advocate for the customer inside Jamf and collaborate with other departments to help achieve their customer’s goals Show less

  • Manager, eCommerce Operations

    Oct 2021 - now

  • Team Lead, Customer Success

    Mar 2021 - Oct 2021

  • Senior Customer Success Manager

    Mar 2021 - Mar 2021

  • Customer Success Manager

    Mar 2019 - Mar 2021