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Posted: Wed Mar 06 2024

Director of Customer Experience

New York City, NY
Per Hour

Direct Hire

Digitally Native Clean Beauty Brand is seeking a dynamic and detail-oriented Director of Customer Experience to lead their Customer Experience team. In this role, you will lead and mentor a dedicated team in delivering exceptional and timely customer service across various touchpoints, including online platforms and social media channels. You will be instrumental in developing and implementing a comprehensive customer experience strategy that aligns with our brand's goals and value.

  • Lead and mentor a team responsible for delivering exceptional, efficient, and timely customer service across all touchpoints, including online platforms, and social media channels.
  • Develop and implement a comprehensive customer experience strategy aligned with company goals and values.
  • Proactively anticipate fluctuations in customer experience team demand throughout the year to preemptively optimize staffing levels for peak ticket months.
  • Strategically distribute tickets among team members, ensuring adequate resources are allocated to promptly address customer inquiries.
  • Provide strategic oversight of third-party customer service agencies, ensuring alignment with brand's voice while consistently delivering exceptional customer service.
  • Lead crisis management efforts related to customer experience issues, providing timely and effective resolution to maintain customer trust and satisfaction.
  • Establish and monitor key performance indicators (KPIs) to track the effectiveness of customer experience efforts and drive continuous improvement.
  • Develop and maintain customer satisfaction metrics and reporting systems to measure and communicate progress to senior management.
  • Lead the exploration, innovation, and integration of cutting-edge software solutions to optimize the team's efficiency and effectiveness in addressing customer tickets.
  • Analyze customer feedback, trends, and data to identify areas for improvement and implement strategies to enhance the overall customer experience.
  • Act as a brand ambassador, ensuring that every interaction with customers reflects the company's values and enhances brand loyalty
  • Collaborate with cross-functional teams, including marketing, sales, product development, and operations, to ensure seamless integration of customer experience initiatives with the initiatives of the larger organization.
  • Serve as the voice of the customer . Communicate quantitative and qualitative feedback to marketing, product, and operations teams.
  • Bachelor's degree in Marketing, Business Administration, Communications or a related field.
  • Minimum of 5 years experience in customer experience leadership
  • Experience managing and coaching a remote team.
  • Proficiency in leveraging the capabilities of the customer experience platform, Gorgias.
  • A baseline understanding of the beauty industry is a +
  • Strong organizational skills and the ability to manage multiple projects simultaneously in a fast-paced environment.
  • Excellent communication skills, both written and verbal, with an ability to maintain brand voice and tone across all communications.
  • Experience in crisis management and handling escalated customer issues.
This position has a minimum salary of $160,000. This salary is a good faith estimate for this position. The final salary offer will be determined after reviewing relevant factors, which include a candidate's qualifications and experience, where appropriate.


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