Director of Customer Excellence

2 weeks ago

Secaucus, United States Venus et Fleur Full time

About Venus et Fleur

Venus et Fleur is a luxury floral brand specializing in creating high-quality, long-lasting arrangements using our signature Eternity florals. Our innovative preservation techniques and elegant packaging have made us a popular choice for gift-giving, special events, and interior design. We are committed to delivering the most exceptional customer experiences and expanding our presence in the global market. For us, it is a dream to be a company that is forever aligned with luxury florals, exquisite craftsmanship, and a dedicated commitment to celebrating life’s most memorable moments.


Job Summary 

Venus et Fleur is seeking a dynamic and strategic Senior Director of Customer Experience to lead our Customer Experience & Sales department. This role will be responsible for driving operational excellence, ensuring a seamless customer journey across all touchpoints, and converting customer issues into sales. 


The Director of Customer Excellence will lead the charge in shaping and implementing our customer experience strategy, ensuring every interaction our customers have with our brand is elevated, seamless, and unforgettable. This role involves leading a dynamic customer experience team and working closely with cross-functional departments to bring innovative improvements to our customer support, engagement, and develop a Voice of the Customer program.


As the leading luxury floral brand, our customers are our utmost priority. The Customer Experience team plays an invaluable role within this ambition, as direct contact gives us millions of opportunities to create, offer and surprise them with a seamless and inspiring product experience.


We are looking for someone who is highly motivated and can perform at a high level: fast, organized, adept at managing multiple projects and frequently shifting priorities. This role offers a fantastic opportunity to work in a customer-led environment that is fast paced and interactive, delivering luxury standards and maintaining brand integrity across the entire customer journey.


Key Responsibilities


  • Lead the operational aspects of the Customer Experience department, with a focus on optimizing processes and procedures to enhance efficiency and effectiveness. 
  • Manage the Customer Experience team, including hiring, training, and development of the team. 
  • Understand when to flex into 3rd party providers for peak periods and manage knowledge transfer and external teams aligning to our internal best-in-class experience.
  • Set and track key performance indicators (KPIs) to measure the success of customer experience initiatives and drive accountability within the team. 
  • Implement and maintain standard operating procedures (SOPs) for the customer journey and regularly review and refine processes to drive continuous improvement. 
  • Develop customer-centric strategies to enhance the overall customer journey, from initial outreach to post-sales support. 
  • Oversee that all customer escalations are responded to promptly and resolved to the customer’s satisfaction. 
  • Strategically analyze customer feedback and data to identify trends and areas for improvement and implement data-drive solutions to address them inclusive of cross-functional reporting to improve customer touchpoints from product, site experience, delivery to post-sales clienteling.
  • Collaborate with cross-functional teams to streamline processes and improve operational efficiency. 
  • Evaluate and recommend strategic technology or service partners that can further enhance the customer experience with global scale and operational efficiency
  • Stay informed about industry trends and best practices in customer experience management and incorporate relevant insights into strategies. 
  • Work closely with executives to devise a long-term, KPI-focused customer support strategy and execution plan, with special attention to cost and customer experience.
  • Champion a customer-centric culture within the organization, advocating for customer needs and perspectives in strategic decision-making processes.


Who you are?

  • Proven experience (5+ years) in a customer experience leadership role, preferably in a luxury goods or retail industry. 
  • Bachelor’s degree in business administration, operations management, communications or a related field
  • Experience with CRM and e-commerce platforms, Giorgias and Shopify preferred
  • Demonstrated success in delivering excellent worldwide customer care for premium products and services, with best-in-class KPIs
  • Experience in evaluating and managing BPOs and other partners to deliver on established SLAs
  • Proficiency in data analysis with the ability to interpret metrics and drive performance improvements.
  • Exceptional team leader with a proven track record in building out brilliant and highly agile teams and departments, preferably at high-growth consumer businesses, preferably in a luxury goods
  • Strategic thinker with a track record of designing highly scalable and robust customer experience & operational strategy
  • Ability to communicate complex insights, build reports and strategy in a clear and actionable way
  • Excellent people management skills with the ability to inspire and motivate a team.
  • Customer-focused mindset with a commitment to delivering exceptional service.
  • Able to work independently with strong leadership capabilities 
  • Excellent communication skills; ability to interface with executive and cross-functional teams on a regular basis
  • Ability to travel to BPO on a need-to basis


Inclusive Benefits

We offer an inclusive and comprehensive range of benefits for this role, including:

Medical, Dental, Vision Benefits

Paid Parental Leave, Paid Family Leave, and Adoption Support

Unlimited PTO

Retirement Savings Plan (401K) and Life Insurance

VeF Discount



  • Customer Service Representative

    7 months ago

    Secaucus, United States FASTSIGNS® of Secaucus,NJ Full time

    Are you a highly motivated individual with strong customer service and selling skills? Are you looking for a career with an established and fast-growing company? If so, we’re looking for sales savvy candidates who are interested in a career with outstanding growth and earnings potential.We are a dynamic company that offers its employees a great culture and...

  • Customer Service Representative

    1 month ago

    Secaucus, New Jersey, United States FASTSIGNS® of Secaucus,NJ Full time

    Customer Service RepresentativeWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our sales team, you will be responsible for providing exceptional customer service, building relationships, and driving sales growth.Key Responsibilities:Provide consultative sales support...

  • Clinical Director

    2 weeks ago

    Secaucus, United States JAG Physical Therapy Full time

    Clinical DirectorThe Physical Therapist Clinical Director is responsible for complete oversight of operations and administration of rehabilitative outpatient clinic providing Physical and Occupational Therapy. Ensures compliance with all regulations and health care requirements. This position is also responsible for patient evaluation and treatment. Who We...

  • Brand Marketing Director

    4 weeks ago

    Secaucus, United States US Main Full time

    Onsite - Secaucus, NJYou can get further details about the nature of this opening, and what is expected from applicants, by reading the below.Responsibilities Write, execute, and analyze marketing plans featuring innovative ideas to drive maximum results Oversee the marketing calendar Contribute to the elevation of the brand Analyze marketing...

  • Clinical Director

    1 week ago

    Secaucus, United States JAG Physical Therapy Full time

    Clinical DirectorThe Physical Therapist Clinical Director is responsible for complete oversight of operations and administration of rehabilitative outpatient clinic providing Physical and Occupational Therapy. Ensures compliance with all regulations and health care requirements. This position is also responsible for patient evaluation and treatment. Who We...

  • Director of Operations North New Jersey

    4 weeks ago

    Secaucus, United States Concentra Full time

    Overview: Are you ready to take your career to new heights? At Concentra, you will be a vital member of our patient care team and play a crucial role in providing exceptional care to our patients. Our mission is to improve the health of America's workforce, one patient at a time. Join us at Concentra and see how your clinical competency and compassion can...

  • Director of Operations

    6 days ago

    Secaucus, United States Venus ET Fleur LLC Full time

    Summary The Director of Operations is responsible for leading and optimizing all aspects of our global Operations, mainly in Production, Inventory Management, and Fulfillment. The primary focus of this position is to drive efficiency, productivity, and customer satisfaction. This strategic role involves developing long-term operational strategies,...

  • Director of Operations North New Jersey

    4 weeks ago

    Secaucus, United States Concentra Full time

    Overview: Are you ready to take your career to new heights? At Concentra, you will be a vital member of our patient care team and play a crucial role in providing exceptional care to our patients. Our mission is to improve the health of America's workforce, one patient at a time. Join us at Concentra and see how your clinical competency and compassion can...

  • Customer Service Representative

    4 weeks ago

    Secaucus, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are offering a short term contract employment opportunity for a Customer Service Representative in Secaucus, New Jersey. The role primarily involves providing excellent customer service in a contact center environment, managing customer accounts, and processing customer requests in the e-Commerce industry....

  • Customer Service Representative

    3 months ago

    Secaucus, United States Coda Search│Staffing Full time

    The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists ResponsibilitiesCommunicate with customers via phone, email and chatProvide knowledgeable answers to questions about product, pricing and availabilityWork with internal departments to meet customer's...

  • Customer Service Associate

    2 months ago

    Secaucus, United States David Donahue Inc Full time

    Who We Are:: Established in New York in 1972, David Donahue has grown from small family business into a sought-after brand that outfits men for all occasions; from casual to business and formal events. With product offerings including dress shirts, sportswear, cuff links and ties, David Donahue excels in accessible luxury clothing, furnishings, and...

  • Customer Service Associate

    15 hours ago

    Secaucus, United States Venus Et Fleur Full time

    About Venus et FleurVenus et Fleur is a luxury floral design company specializing in creating high-quality, long-lasting arrangements using oursignature Eternity florals. Our innovative preservation techniques and elegant packaging have made us a popular choice forgift-giving, special events, and interior design. We are committed to delivering the most...

  • Customer Operations Analyst

    6 months ago

    Secaucus, United States ZT Systems Full time

    About the Role  The Customer Operations team coordinates efforts among all internal groups to ensure we are aligned with our customer’s needs and can deliver on our commitments with the highest level of excellence and integrity. This role requires strong operational and order management skills, exceptional abilities in customer communication, advanced...

  • Seasonal Warehouse Customer Service

    1 month ago

    Secaucus, United States OnTrac Full time

    OnTrac is hiring a Seasonal Operations Assistant! Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter! ...

  • Seasonal Warehouse Customer Service

    2 weeks ago

    Secaucus, United States OnTrac Full time

    OnTrac is hiring a Seasonal Operations Assistant! Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter! ...

  • Sales Associate

    1 month ago

    Secaucus, New Jersey, United States The Children's Place Full time

    Job Summary:The Sales Associate will be responsible for supporting the Store Leadership Team to achieve all company goals and initiatives. The Sales Associate will model and maintain excellent customer service with effective communication, product knowledge, and appropriate selling techniques.Responsibilities:Be aware of customer activity and respond with a...

  • Sales Associate

    3 weeks ago

    Secaucus, New Jersey, United States The Children's Place Full time

    Job Summary:The Sales Associate will be responsible for supporting the Store Leadership Team to achieve all company goals and initiatives. The Sales Associate will model and maintain excellent customer service with effective communication, product knowledge, and appropriate selling techniques. The Sales Associate will maintain company standards of all...

  • Director, Leadership Development

    4 weeks ago

    Secaucus, United States Quest Diagnostics Full time

    Recognized by FORTUNE magazine as one of the "World's Most Admired Companies," Quest Diagnostics (www.QuestDiagnostics.com) is the world's leading provider of diagnostic testing, information and services that doctors and patients need to make better healthcare decisions. We are pioneers in developing innovative diagnostic tests and advanced healthcare...

  • Sr. Manager, Creative Concept

    2 weeks ago

    secaucus, United States The Children's Place Full time

    Job Summary:The Senior Manager, Omni Creative Concept will lead the ideation and execution of multi-channel creative strategies, blending digital innovation with in-store activations and interactive 3D experiences. Collaborating closely with the Senior Director of Brand Creative and cross-functional partners, this role will elevate the brand's storytelling,...

  • Sr. Manager, Creative Concept

    2 weeks ago

    Secaucus, United States The Children's Place Full time

    Job Summary:The Senior Manager, Omni Creative Concept will lead the ideation and execution of multi-channel creative strategies, blending digital innovation with in-store activations and interactive 3D experiences. Collaborating closely with the Senior Director of Brand Creative and cross-functional partners, this role will elevate the brand's storytelling,...