Director of Customer Experience
robert halfEl Segundo, CA
Primary Duties and Responsibilities:
- Customer Experience Strategy: Own the strategy and roadmap for the full customer journey. Set clear goals and KPIs to improve customer experience, retention and automation and report on them regularly to the President and leadership team.· Retention and Lifetime Value: Make retention a driving force across the business. Partner with the marketing team to improve repeat purchase rate, subscription and replenishment programs, win-back efforts, and post-purchase education that turns first-time buyers into loyal customers.· Customer Service Operations: Manage our customer service agency that handles customer email, chat, phone, review response and social response. Review weekly reporting, set quality standards and KPIs, partner with brand to maintain training materials, and manage staffing levels.· Champion and Own AI and Automation: Drive our AI and automation strategy for customer support. Implement, train, and continually improve chatbots and AI agents that resolve common questions accurately and in our brand voice, and determine when to hand off to a human agent. Measure deflection, resolution, accuracy, and customer sentiment, and build a roadmap for what to automate next.· Tech Stack and Shopify Integration: Own the customer experience tech stack, including our tools for CRM, AI-agents, reviews, social response and loyalty. Partner with our e-comm team to ensure everything integrates cleanly with Shopify, Klaviyo, Aftership, Recharge and our fulfillment partners so every agent has the full customer picture.· Voice of the Customer: Mine tickets, chats, reviews, surveys, and social comments to identify trends, product issues, and unmet needs. Turn these insights into clear recommendations for product, marketing, and operations, and close the loop with the customer.· Policies and Cross-Functional Partnership: Own policies for shipping, returns, refunds, and guarantees, balancing customer goodwill with margin. Work closely with operations, fulfillment, and finance on order issues, and with marketing and product teams on launches, claims, and messaging so the support team is ready before every launch.· Reporting and Analytics: Build dashboards and regular reporting on CX performance and its impact on revenue, retention, and cost per resolution. Use data to make decisions on staffing, tools, and investments.
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Level
Manager L7
Location
El Segundo, CA
Occupation
General and Operations Managers
Industry
Custom Computer Programming Services
Posted
2 days ago