Customer Experience Director
1 month ago
We're a high-growth, venture capital-backed disruptor in the pet products market, delivering innovative solutions directly to consumers while vertically integrating across R&D, manufacturing, sales, and marketing.
The OpportunityWe're seeking a seasoned Customer Experience Director to lead our vision and strategy for end-to-end customer experience, with an unwavering focus on customer-centricity. Reporting directly to our CXO and founder, you'll build and scale our customer experience team across multiple locations, fostering cross-functional collaboration, leveraging data-driven insights, and implementing innovative tools to enhance efficiency and service quality.
You'll establish and optimize our customer experience team, managing crises, developing key performance indicators, and ensuring continuous improvement. You'll own and build out our physical customer experience and service team, currently a team of 20, driving the team towards customer growth through outbound-oriented initiatives. Additionally, you'll be tasked with elevating the team's capabilities in data, insights, and technology while spearheading global expansion efforts, including launching into new EU countries in the next couple of years. You'll also adapt processes for international markets and stay ahead of industry trends to deliver exceptional customer journeys.
Who We're Looking For- 8+ years of experience in a deeply customer-centric environment, with a strong analytical background and problem-solving skills.
- Experience in management consulting, investment banking, data analytics, customer experience, growth, operations, or entrepreneurial endeavors is valued.
- Strong emotional intelligence, prioritizing a customer-first approach, and a passion for customer satisfaction.
- Able to work autonomously while effectively collaborating with a wide range of partners and stakeholders.
- Embracing technological and AI advancements to measure and improve operational effectiveness.
- Alignment with our core operating principles: Customer First, Think Big, Relentlessly High Standards, Never Give Up, and One Team.
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