Primary Duties and Responsibilities:
· Customer Experience Strategy: Own the strategy and roadmap for the full customer journey. Set clear goals and KPIs to improve customer experience, retention and automation and report on them regularly to the President and leadership team. · Retention and Lifetime Value: Make retention a driving force across the business. Partner with the marketing team to improve repeat purchase rate, subscription and replenishment programs, win-back efforts, and post-purchase education that turns first-time buyers into loyal customers. · Customer Service Operations: Manage our customer service agency that handles customer email, chat, phone, review response and social response. Review weekly reporting, set quality standards and KPIs, partner with brand to maintain training materials, and manage staffing levels. · Champion and Own AI and Automation: Drive our AI and automation strategy for customer support. Implement, train, and continually improve chatbots and AI agents that resolve common questions accurately and in our brand voice, and determine when to hand off to a human agent. Measure deflection, resolution, accuracy, and customer sentiment, and build a roadmap for what to automate next. · Tech Stack and Shopify Integration: Own the customer experience tech stack, including our tools for CRM, AI-agents, reviews, social response and loyalty. Partner with our e-comm team to ensure everything integrates cleanly with Shopify, Klaviyo, Aftership, Recharge and our fulfillment partners so every agent has the full customer picture. · Voice of the Customer: Mine tickets, chats, reviews, surveys, and social comments to identify trends, product issues, and unmet needs. Turn these insights into clear recommendations for product, marketing, and operations, and close the loop with the customer. · Policies and Cross-Functional Partnership: Own policies for shipping, returns, refunds, and guarantees, balancing customer goodwill with margin. Work closely with operations, fulfillment, and finance on order issues, and with marketing and product teams on launches, claims, and messaging so the support team is ready before every launch. · Reporting and Analytics: Build dashboards and regular reporting on CX performance and its impact on revenue, retention, and cost per resolution. Use data to make decisions on staffing, tools, and investments.
Experience and Skills:
· 7+ years in customer experience, customer service, and retention in a rapidly scaling DTC environment, including meaningful leadership experience managing teams and outside partners · Direct-to-consumer ecommerce experience on Shopify. You know the Shopify ecosystem well, including the apps and integrations that support customer service, returns, reviews, loyalty, and subscriptions · A track record of improving retention. You have owned retention or repeat purchase outcomes and can point to the changes you implemented that moved the numbers · Chatbot and AI tools experience. You have selected, implemented, and optimized chatbots and/or customer-facing AI support solutions · CX technology expertise. You are fluent in CRM and helpdesk platforms (Zendesk, Gorgias or similar) and complementary tools for loyalty, reviews, returns, and service automation. You stay curious about emerging technology to improve customer outcomes · Customer service leadership. You have managed an in-house customer support team or customer support agency, set quality standards, and delivered fast, high-quality service through high-volume spikes · Data-driven decision making. You are comfortable with metrics like CSAT, NPS, first response time, resolution time, repeat purchase rate, and LTV, and you use them to prioritize and make the case for investment · A passion for beauty. You love beauty and understand what makes customers feel confident, whether you’ve worked in the industry or not. Beauty experience is preferred but not required · Influential leader and customer advocate. You drive change across departments without direct reports, earning buy-in through collaboration, data, and storytelling. You are a thought leader who champions the customer experience across the organization and communicates clearly with executives · Collaborative, fast-paced team player. You thrive in a lean, fast-moving environment, work well across teams, prioritize projects and move quickly from ideas to action
Preferred:
· Experience at a prestige beauty brand · Experience with subscription, replenishment, or loyalty programs · Experience supporting viral product launches and social commerce channels such as TikTok Shop, as well as secondary channels such as Amazon, QVC/HSN, or retail · Experience managing offshore or outsourced customer service teams
Education:
· Bachelor’s Degree