Customer Experience Director

1 week ago

Los Angeles, California, United States MeUndies Full time
About the Role

The Director of Customer Experience will lead the charge in shaping and implementing our customer experience strategy, ensuring every interaction our customers have with our brand is delightful, seamless, and unforgettable. This role involves leading dynamic customer experience team(s) and working closely with departments to bring innovative improvements to our customer support, engagement, and Voice of the Customer programs. This role reports to the VP of Customer Experience.

Key Responsibilities
  • Oversee our Los Angeles and Philippines customer experience teams to create best-in-class customer experiences.
  • Analyze customer feedback, market trends, and competitive insights to identify opportunities for improvement and innovation within the customer journey
  • Evaluate and recommend strategic technology or service partners that can further enhance the customer experience with global scale and operational efficiency
  • Forecast and manage budgets to meet both long and short-term objectives in line with annual operating plans and work collaboratively with finance to provide timely and accurate reporting
  • 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.
Requirements
  • Bachelor's degree in business, communication, or equivalent discipline. A Master's degree is a plus.
  • 5+ years of experience managing and leading customer support organizations, ideally in e-commerce, retail, or related industries that include subscription services
  • Experience with CRM and e-commerce platforms, Kustomer and Shopify preferred
  • Demonstrated success in delivering excellent worldwide customer care for premium products and services, with best-in-class KPIs
  • Deep experience in evaluating and managing BPOs and other partners to deliver on established SLAs
  • Exceptional team leader with a proven track record in building out brilliant and highly agile teams and departments, preferably at high-growth apparel or consumer businesses
  • Demonstrated experience in designing highly scalable and robust customer experience & operational strategy
  • Ability to communicate complex insights and strategy in a clear and actionable way
  • Highly motivated dreamer & doer, adept at both strategic high-level thinking as well as execution
  • Able to travel internationally as needed for in-person collaboration with our BPO in the Philippines

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