Job Details
Customer Experience Lead Customer Experience Lead Location Customer Experience Drive change within the organization by leading efforts to develop best-in-class customer experience and retention strategies. Be the first line of contact across every touchpoint for all CX inquiries, especially those that require additional attention and escalation. Develop and execute complex, automated, multi-touch, targeted customer lifecycle marketing programs utilizing marketing and customer data. Approve and respond to customer product reviews. Relay any pertinent review feedback to internal team. Responsible for assisting in problem solving and troubleshooting at all stages of the fulfillment process. Develop and maintain an internal customer experience best practices handbook. Stay up to date on CX best practices in order to make strategy recommendations and implementations. Develop creative solutions that exceed customer expectations and build relationships. Define Customer Experience KPIs and provide ongoing tracking, measurement, KPI, and ROI analysis to provide clear, actionable insights that inform and inspire brand strategy. 2-3+ years of customer service experience ideally for a rapidly growing DTC business. Extremely tech savvy. Experience with Gorgias or Zendesk, Shopify, ReCharge, Slack, and answering customer service phone calls. Keen eye for detail with excellent written and verbal communication skills. Experience with other CPG brands a plus. Strong health benefits