Head of Customer Experience Lead

4 weeks ago

New York, New York, United States Springdale Ventures Full time
{"**Job Title:**" "Head of Customer Experience", "**About the Role:**" "We are seeking a seasoned CX professional to lead our Customer Experience Team. As Head of Customer Experience, you will be responsible for building and growing a best-in-class CX Team, strengthening and expanding relationships with our customer base, and driving strategic priorities for the Customer Experience Team. You will play a pivotal role in putting in place and consistently improving the foundation that allows us to maintain a customer-first approach to our business and deliver on a persistently high NPS.", "**Key Responsibilities:**" "

* Own overall CX performance, including meeting KPI goals, staffing, and management of customer channels and platform-tools
* Proactively ensure that the voice of the customer is heard across the business to drive key business decisions and improvements
* Build and manage weekly reporting and dashboards for CX
* Work cross-functionally with DTC, Operations, and Marketing teams to identify high-impact projects to improve the customer journey from end-to-end
* Maintain a clear, data-driven POV on staffing needs, and advocate for staffing adjustments as needed
* Lead recruitment, interviews, hiring, onboarding and training as needed
* Partner with stakeholders across the business to prepare for product launches, digital launches, campaigns, promotions, and other business updates
", "**Requirements:**" "

* High performing CX manager with 6+ years of e-commerce experience
* Familiar with CRM platforms (e.g., Shopify, Recharge, Delighted, etc.)
* Efficient and clear communicator, written and verbal
* Incredibly organized with your time, documents, calendar, and project planner
* Comfortable in talking about any wellness-related topic
* Experience scaling a team preferred
* Willingness to jump in wherever needed; relentlessly resourceful; a creative problem-solver
", "**What We Offer:**" "

* Competitive salary & equity packages
* Flexible vacation policy and generous holiday observances
* High-quality health insurance
* Complex challenges way beyond your comfort zone
* The opportunity to be part of a values-driven, hardworking, and diverse group of people who care about driving forward Hazel's mission
", "**Our Commitment:**" "

Hazel is an Equal Opportunity Employer that celebrates diversity by bringing together individuals with different backgrounds and points-of-view. We strive to create an inclusive culture where everyone feels valued, a sense of belonging, and can do their best work together. Hazel provides equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth, and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Hazel's commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline, and access to benefits and training. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company."}

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