Head of Customer Engagement

2 weeks ago


San Francisco, California, United States Everlane Full time

Head of Customer Engagement

at Everlane

At Everlane, we strive to make the right choice as effortless as slipping into a comfortable T-shirt. Our commitment to ethical manufacturing drives us to collaborate with responsible factories globally. We focus on high-quality, sustainably sourced materials and transparently share the actual costs of our products. However, our journey is just beginning, and we are eager to expand our team with passionate individuals ready to take on this challenge.

The Customer Experience (CX) team consists of resourceful, empowered, and diverse professionals who serve as brand ambassadors, forging meaningful connections with our clientele. We are empathetic and innovative problem solvers, drawing from a variety of backgrounds to provide straightforward solutions to intricate issues. Our unconventional team includes experts in fraud prevention, international logistics, social engagement, product innovation, and payment processing.

This position is crucial to our organization. The Head of Customer Engagement thrives in a dynamic environment, excels at fostering relationships, and drives both results and processes. You will be responsible for cultivating a culture of high performance, operational excellence, and exceptional customer interaction. This role encompasses the effective management of current operations while developing new strategies for the CX department to align with Everlane's broader business objectives. Key initiatives include identifying new revenue streams, enhancing profitability, expanding customer analytics, and innovating customer engagement methods.

Your Responsibilities:

  • Develop and implement the CX vision and strategy for Everlane.
  • Build and nurture diverse, high-performing teams; oversee the recruitment process for CX.
  • Conduct assessments, training, and ongoing development for the CX team.
  • Guide and support the CX team to achieve desired outcomes.
  • Collaborate with all departments to enhance customer experiences.
  • Innovate methods to better assist our customers through new platforms, channels, or communication styles.
  • Act as the voice of the customer, motivating our organization to prioritize their needs.
  • Formulate and execute both short-term and long-term strategies to enhance CX's internal operations, productivity, and performance.

We would be interested in hearing from you if you possess:

  • 8+ years of experience leading high-performing operational teams.
  • 3+ years in a leadership role within a CX environment.
  • A proven track record of building effective CX teams.
  • An understanding of customer experience in retail and/or e-commerce settings.
  • A desire to work collaboratively within a diverse team.
  • Strong analytical, troubleshooting, problem-solving, and project management capabilities.
  • The ability to assess and take calculated risks, identify improvement opportunities, and initiate necessary changes.
  • Excellent verbal, written, and interpersonal communication skills, with the ability to clearly influence decisions across the organization.
  • A passion for team development and culture-building, inspiring individuals to reach their full potential.
  • A proactive approach to challenges, with a willingness to embrace problem-solving and explore new ideas.

As part of our commitment to health and safety, we are dedicated to creating the safest working environment possible. COVID-19 vaccinations are required for all current and future Everlane team members, barring any exemptions.



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