Stakeholder Experience, Lead

About Us

Textile Exchange is a global non-profit driving positive impact on climate change across the fashion and textile industry. It guides a growing community of brands, manufacturers, and farmers towards more purposeful production from the very start of the supply chain.

By 2030, its goal is to guide the industry to achieve a 45% reduction in greenhouse gas emissions within fiber and raw material production. Its focus is holistic and interconnected, accelerating the adoption of practices that improve the state of our water, soil health, and biodiversity too.

For real change to happen, everyone needs a clear path to positive impact. That’s why Textile Exchange believes that approachable, step-by-step instruction paired with collective action can change the system to make preferred materials and fibers an accessible default, mobilizing leaders through attainable strategies, proven solutions, and a driven community.

At Textile Exchange, materials matter. To learn more, visit TextileExchange.org.

Working at Textile Exchange

We work remotely with a team located in 20+ countries. We are a diverse group committed to harnessing the strengths of the global textile industry to accelerate change toward climate and other key environmental goals.

We work collaboratively on important environmental issues around the world by working and interacting with farming groups, processors, brands, retailers, and environmental experts in the textile and fashion industries around the world. We offer an opportunity to join a cutting-edge global environmental nonprofit and to help strengthen the impact of our organization.

Each Textile Exchange employee is offered a competitive compensation package with paid time off, a yearly bonus, opportunities for continuing education, and more.

Job Summary

Textile Exchange is seeking a dedicated Lead of Stakeholder Experience to oversee the expansion and optimization of our existing systems and processes to support our Standards users and stakeholders. The ideal candidate will possess extensive experience in managing teams and have a proven track record in developing processes and programs to drive stakeholder management across a range of services and programs.

As Textile Exchange utilizes its standards, tools, and resources to foster positive climate and nature impacts, the Lead of Stakeholder Experience will play a crucial role in managing and nurturing a team to deliver top-tier guidance and support to our standard users and stakeholders, overseeing and further developing existing case management processes and systems. This role is paramount to our success in achieving our mission and vision, as well as supporting the industry in adopting standards and achieving our Climate+ goals.

Key Responsibilities:

• Developing a comprehensive stakeholder management and user experience strategy aligned with our organization's overall objectives, emphasizing retention and optimization of the stakeholder experience for maximum impact.

• Crafting and executing a roll-out strategy for updates to standards, tools, and resources, with a particular focus on the transition to our new Standard and engagement model.

• Managing and cultivating a team of stakeholder experience experts to ensure excellence in service delivery. Identifying and implementing process enhancements to improve stakeholder interactions and service delivery, leveraging and building out existing case management processes and tools.

• Establish and manage the process for addressing escalated issues and complaints promptly and effectively to ensure satisfactory resolution.

• Establishing and managing systems for collecting and analyzing stakeholder feedback to drive continuous improvement, leveraging data to track performance, forecast retention, and glean stakeholder insights.

• Collaborating with other teams within the Engagement and Partnership department to create a cohesive stakeholder experience.

• Developing and delivering training programs to educate teams on best practices in customer service and experience.

• Continuously refining and scaling initiatives to drive improvement and efficiency.

• Optimizing the utilization of our Case Management and CRM platforms, particularly Salesforce, for maximum efficiency.

In addition to the above responsibilities, the ideal candidate will also have experience in key stakeholder management and customer care, including:

• Developing a system for key stakeholder management to ensure that our most important stakeholders receive personalized attention and tailored support.
• Establishing communication channels and touch points to regularly engage with key stakeholders, addressing their needs and concerns proactively.
• Oversee the process for consistent and organized stakeholder outreach, across the organization
• Collaborating with internal teams to coordinate efforts in serving key stakeholders, ensuring alignment and consistency in messaging and service delivery.
• Monitoring key stakeholder metrics and KPIs to track progress, identify areas for improvement, and demonstrate the value of Textile Exchange services to these stakeholders.
• Building strong relationships with key stakeholders through regular interactions, meetings, and feedback sessions to foster trust and loyalty.

The Lead of Stakeholder Experience will also be responsible for other duties as assigned, contributing to the overall success and growth of Textile Exchange.

Qualifications and Requirements:

• 5+ years’ experience at a senior level with a focus on sales, client care/success, or user experience.
• Strategic thinker with the ability to execute plans effectively.
• Strong problem-solving skills and a proactive approach to challenges.
• Adaptability and flexibility in a fast-paced environment.
• Preference for experience working in a standards organization, membership organization, or as a user of these.
• Demonstrated experience in managing teams of 10 or more individuals, fostering a positive and high-performing team culture.
• Proven ability to develop and execute stakeholder engagement strategies aligned with organizational objectives, focusing on retention and optimization of the stakeholder experience.
• Ability to handle conflict and resolve issues effectively.
• Customer-focused mindset with a passion for delivering exceptional service.
• Background in stakeholder/customer service and experience management, with a commitment to delivering best-in-class guidance and support to stakeholders.
• Experience in establishing systems for collecting and analyzing stakeholder feedback to drive continuous improvement, leveraging data to track performance, forecast retention, and glean stakeholder insights.
• Analytical skills to interpret data and make informed decisions.
• Experience in developing and implementing systems for key account management to ensure personalized attention and tailored support for strategic stakeholders.
• Strong project management skills, with the ability to lead initiatives from conception to implementation, collaborating effectively across teams.
• Proficiency in utilizing Case Management and CRM platforms, particularly Salesforce, for efficient service delivery.

Employment Package:

• Reports to: Engagement and Partnerships Senior Director
• Full Time Position, 40 Hours a Week
• Location: Virtual/Remote
• Annual Salary Range: 105,000-135,000USD
• To be filled as soon as possible (start date to be agreed between both parties).
• Our offers for salary and benefits are dependent on the region of the final candidate. We post most positions based on a US-based Team member, but final offers are made in alignment with the final candidate's permanent residence and in line with Textile Exchange's regional employment package.
• To see if we hire in your country and for more information, please visit: https://remote.com/country-explorer

How to Apply

Please apply here with your resume and a cover letter.

Applications will be considered on a rolling basis as they are submitted. Early application submission is strongly encouraged.

If you have any pressing questions after completing your application, and meet the qualifications, please contact recruitment@textileexchange.org.

Textile Exchange is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Keywords

Stakeholder ExperienceLeadManagementUser ExperienceStakeholder ManagementCustomer CareSalesClient SuccessTeam ManagementStakeholder EngagementService DeliveryData AnalysisProject ManagementCRMSalesforce