Head of Brand Success
Employment
Full-time
Location
Remote
Region
GLOBAL
China
Live since
About Ecomflow
Ecomflow is a fast-growing third-party logistics (3PL) company based in China, specializing in fulfillment solutions for direct-to-consumer (DTC) brands worldwide.
We currently support 150+ brands with efficient, scalable logistics and are now looking to bring on larger, enterprise-level clients.
About the job
We’re looking for a strategic and systems-oriented Head of Brand Success to design and scale Ecomflow’s end-to-end client experience. This person will own how brands are onboarded, supported, retained, and expanded—building the operating model, structure, and team that ensures every client receives a consistent, high-quality experience from day one through long-term partnership.
This role requires strong operational thinking, cross-functional leadership, and a passion for building scalable processes. The ideal candidate is confident designing frameworks, defining clear ownership across teams, and turning client feedback into meaningful improvements across Product, Operations, and Support. They thrive in fast-growing environments, lead with data, and are deeply committed to delivering measurable impact on retention, adoption, and overall brand success.
What will you do
Own and evolve the Brand Success operating model (onboarding, support, escalation, retention)
Design clear role boundaries, processes, and handoffs across Account Management
Build and lead the Brand Success team along with the Head of HR (hiring, structure, performance management)
Define and track client experience KPIs (CSAT, NPS, retention, escalation trends)
Identify systemic pain points across the client journey and drive cross-functional improvements
Partner with the Customer Service, Ops, and Tech to translate client feedback into roadmap priorities
Ensure scalability as the client portfolio and enterprise segment grow
Act as the bridge between Product, Marketing, and Brand Success to drive feature adoption
Lead product education initiatives for clients (materials, sessions, messaging)
Partner with Marketing on launch readiness and outbound enablement
Collect structured user feedback and insights to inform product decisions
Own adoption metrics for new features post-launch
Requirements
5+ years of experience in Customer Success, Account Operations, or Client Experience leadership
Proven experience building and scaling client-facing teams
Strong understanding of e-commerce, logistics, SaaS, or 3PL environments
Experience designing processes, playbooks, and KPI frameworks
Highly analytical, with a systems-thinking mindset
Strong cross-functional leadership and influence
Fluent English (written and spoken)
What we offer
Competitive salary
Great team culture
Constant learning opportunities
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