Senior Manager, Customer Experience & Loyalty Operations

Position Overview We are seeking a passionate, technically savvy Director of Customer Experience to lead and optimize the end-to-end customer journey for a growing direct-to-consumer (DTC) beauty brand. This is a highly visible, hands-on leadership opportunity for someone who thrives at the intersection of customer experience, technology, AI automation, and operational excellence. The ideal candidate brings strong project management capabilities, experience within the Shopify ecosystem, and a proven ability to implement CRM solutions, optimize AI-powered customer support, and manage internal or outsourced customer service teams. We are looking for a proactive leader who can take ownership of the customer experience function, establish scalable processes, and advocate for the customer across the organization.

Key Responsibilities

Customer Experience Strategy & Leadership

• Own and execute the customer experience strategy across the entire customer journey.
• Serve as the primary advocate for customer experience, partnering with executive leadership, marketing, operations, and e-commerce teams.
• Identify opportunities to improve customer satisfaction, retention, loyalty, and lifetime value.
• Establish KPIs and performance metrics to measure customer experience effectiveness.

CRM, Technology & AI Optimization

• Lead the implementation, integration, and ongoing optimization of CRM and customer experience platforms.
• Manage technology solutions within the Shopify ecosystem, including customer service, loyalty, reviews, and subscription platforms.
• Oversee AI-powered customer support agents, chatbot solutions, and automation initiatives.
• Establish AI governance practices, quality standards, and processes to ensure accurate, effective customer interactions.
• Evaluate emerging technologies and recommend solutions to improve efficiency and customer satisfaction.

Project Management & Process Improvement

• Lead cross-functional projects from planning and implementation through execution and optimization.
• Develop standard operating procedures (SOPs), process documentation, and scalable workflows.
• Identify operational inefficiencies and implement solutions that improve service quality and productivity.
• Take ownership of initiatives, ensuring accountability, timely execution, and measurable results.

Customer Service Operations

• Oversee internal customer support teams and/or outsourced customer service agencies.
• Establish performance expectations, service standards, and quality assurance processes.
• Monitor customer service metrics, including CSAT, response times, resolution rates, and customer sentiment.
• Leverage customer feedback, reviews, and support data to identify trends and recommend improvements.
• At least 6 years of experience in customer experience or customer service leadership within subscription, membership, or similar recurring-revenue environments.
• Strong background managing contact center operations and third-party service providers across multiple customer channels.
• Proven success developing or executing retention strategies, loyalty initiatives, and re-engagement programs.
• Hands-on familiarity with platforms such as Zendesk, Ada, Shopify, Recharge, and quality assurance or reporting tools.
• Ability to interpret operational data, customer trends, and performance metrics to guide decision-making.
• Demonstrated experience collaborating effectively with marketing, product, and technology stakeholders.
• Strong judgment, communication skills, and a consistent commitment to delivering high-quality customer experiences.
• Experience with AI, automation, or other service innovation approaches is a plus.Qualifications
• 7+ years of experience in Customer Experience, Customer Operations, or DTC E-commerce, including leadership responsibilities.
• Experience supporting a DTC organization with $50M+ in annual sales strongly preferred.
• Strong knowledge of the Shopify ecosystem, including CRM, loyalty, reviews, and customer support integrations.
• Demonstrated experience implementing or optimizing CRM platforms and customer experience technologies.
• Hands-on experience with AI-powered customer support agents, automation, and AI governance.
• Proven project management skills, with the ability to independently lead complex, cross-functional initiatives.
• Experience managing internal customer service teams and/or outsourced customer support agencies.
• Strong technical aptitude with experience using platforms such as Shopify, Klaviyo, Gorgias, Zendesk, Recharge, or similar solutions.
• Experience developing SOPs, process documentation, and operational best practices.
• Strong analytical, communication, and leadership skills.
• Ability to influence stakeholders, advocate for the customer, and drive organizational improvements.
• Bachelor's degree.