Our client, a high-growth CPG brand seeks a Director of Customer Experience (CX) who will play a key role in the success of the company by building on best-in-class customer retention, turning loyal customers into true brand evangelists. You’ll lead a team of high-potential, in-house agents and evolve our customer service function into the company’s engine for insights, innovation, and retention.

In this role, you will:

-Set the vision, the strategy, and the structure for making customer service a key brand differentiator and retention-driver for the company.
-Build, develop, and manage a team of world-class agents working across support channels.
-Define success metrics for individuals, the team, and the department; do what it takes to achieve them.
-Research, configure, and deploy new tooling and technology to improve efficiency and manage costs without eroding customer satisfaction and loyalty.
-Build out a voice of the customer/customer listening program to keep everyone at the company close to the customer experience.
-Advocate for the features and fixes that will meaningfully enhance the customer experience; work cross-functionally to see them realized.
-Originate and execute new initiatives to improve customer retention and LTV.
-Own the communication of plans, performance, and metrics to the leadership team.

You have…

-3+ years of experience managing a customer service function, preferably in the context of direct-to-consumer subscription.
-No interest in managing a ‘contact center’; you want to lead a team of high-potential employees to achieve great things for our customers.
-A track record of building and managing a high-performing team of exempt and non-exempt employees.
-A strong point of view about what great customer service is and how it should be delivered.
-A strong appreciation for and aptitude with data and analytics; numbers and metrics are key to your decision-making process.
-Impeccable communication skills.

You’ll be successful in the role if…

-You’re passionate about hiring and developing talent.
-You’re motivated to create clarity, durable processes, and results out of ambiguity and opportunity.
-You hold yourself and your team to a high standard when it comes to performance.
-You’re comfortable working at different levels, as happy to get hands-on configuring backend tooling as you are presenting results to the CEO.