Head of Customer Engagement

1 week ago


San Francisco, California, United States Everlane Full time

Head of Customer Engagement

at Everlane

At Everlane, we strive to make ethical consumerism as straightforward as slipping into a comfortable T-shirt. We collaborate with responsible manufacturers globally, utilizing high-quality and sustainably sourced materials, while transparently sharing the actual costs of our products. As we expand, we are eager to welcome dedicated individuals ready to tackle the challenges ahead.

The Customer Experience (CX) team is composed of dynamic, empowered, and versatile professionals. As the face of our brand, we forge meaningful connections with our clientele. Our team members are empathetic, innovative problem solvers from varied backgrounds, providing straightforward solutions to intricate issues. We impact every phase of the customer journey, working alongside cross-functional teams and utilizing data to enhance our customer experience. Our unique group includes fraud specialists, international experts, logistics professionals, social connectors, product innovators, and payment specialists.

This position is crucial to our organization. The Head of Customer Engagement excels in a developing environment, thrives on interpersonal connections, and drives results and processes. You will be responsible for fostering a culture of high performance, operational excellence, and exceptional customer interaction. The Head of CX will oversee the effective management of current operations while developing innovative strategies to align our CX department with Everlane's broader business objectives. These strategies may involve identifying new revenue streams, enhancing profitability, advancing customer analytics, and pioneering customer engagement innovations.

Your Responsibilities:

- Develop and implement the CX vision and strategy for Everlane.

- Build and nurture diverse, high-performing teams; manage the recruitment process for CX.

- Oversee assessment, training, and continuous development for the CX team.

- Guide and support the CX team to achieve their goals.

- Collaborate with all departments to enhance customer outcomes.

- Innovate methods to better assist our customers through new platforms, channels, or communication styles.

- Advocate for the customer’s voice and inspire 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 seek candidates with:

- Over 8 years of experience leading high-performing operational teams.

- At least 3 years in a leadership role within a CX environment.

- A proven history of building effective CX teams.

- An understanding of customer experience in retail and/or e-commerce settings.

- A collaborative spirit and appreciation for diversity within teams.

- Strong analytical, troubleshooting, problem-solving, and project management abilities.

- The capacity 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 fostering a positive culture, motivating individuals to reach their full potential.

- A proactive approach to challenges, with a willingness to explore new solutions.

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



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