Account Manager, Fulfillment

<div class="content-intro"><p><span style="font-weight: 400;"><strong>About Faire</strong></span></p> <p>Faire is a technology wholesale platform built on the belief that the future is local. Independent retailers around the globe collectively represent a multi-hundred-billion-dollar wholesale market that has historically been fragmented and offline. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so businesses can grow and local communities can thrive.</p> <p>We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.</p></div><h3><strong>About this role</strong></h3> <p>The Account Manager, Fulfillment owns the post-onboarding relationship for a portfolio of brands enrolled in Fulfilled by Faire. This is a commercially-oriented role sitting at the intersection of customer success, strategic account management, and operational consulting. The AM is accountable for brand retention, unlocking addressable SKUs within FbF, and driving the consolidation of non-Faire wholesale volume onto the platform — ultimately increasing FbF's share of each brand's total distribution.</p> <p>This role requires equal fluency in relationship management and data-driven storytelling. The best AM will translate operational metrics into commercial conversations, coach brands on the cost, ease, and growth benefits of FbF, and proactively identify at-risk accounts before churn signals become churn events.</p> <p>&nbsp;</p> <h3><strong>What you’ll do&nbsp;</strong></h3> <h4>1. Business Reviews &amp; Brand Relationships</h4> <ul> <li>Own the QBR/MBR cadence for your portfolio of brands — prepare, deliver, and follow up on structured business reviews that connect FbF operational health to brand revenue outcomes. <strong>Note: this is specific to Fulfillment, different than BSMs</strong> <ul> <li>BSM = general portfolio of programs and brand perf on Faire, how's it all going, ROI of each program etc.</li> <li>Fulfillment AM = goal of retention + revenue; then how to coach brands on <strong>cost/ease/growth</strong></li> </ul> </li> <li>Build multi-threaded relationships within brand accounts (founder, ops lead, sales director) to ensure Faire has a durable presence beyond a single point of contact.</li> <li>Develop and maintain a living account plan for each brand documenting their wholesale strategy, growth goals, pain points, and consolidation opportunity.</li> <li>Track and surface brand health signals (fulfillment SLA trends, return rates, catalog coverage, order velocity) to shape the review narrative and prioritize interventions.</li> </ul> <h4>2. Churn Prevention &amp; Retention</h4> <ul> <li>Maintain a real-time risk register for your portfolio — flag brands showing signs of disengagement (declining order volume, SLA friction, support ticket escalation, low catalog activity) and activate retention protocols before churn is formally triggered.</li> <li>Lead escalation management for brands experiencing fulfillment issues; coordinate internally with FbF Ops and Warehouse teams to resolve and close the loop with the brand (including post onboarding questions + feedback)</li> <li>Build and recommend custom “save” plans for at-risk accounts, including fee concessions, operational audits, and executive engagement where warranted (ie where to offer appeasements and program benefits)</li> <li>Conduct structured off-boarding interviews with any brand that churns to capture root cause and feed insights back to product, ops, and leadership.</li> </ul> <h4>3. Consolidation &amp; Non-Faire Wholesale Volume</h4> <ul> <li>Map each brand's total wholesale footprint — identify the volume, channels, and retail segments currently fulfilled outside of Faire and quantify the consolidation opportunity.</li> <li>Build and present a compelling consolidation case tailored to each brand: cost per order comparison (FbF vs. 3PL vs. self-fulfill), SLA reliability benchmarks, and projected net margin impact of migrating volume to FbF.</li> <li>Develop milestone-based migration plans for brands willing to consolidate, coordinating with Warehouse Ops to ensure capacity and onboarding support.</li> <li>Tra