management
Posted YesterdayHead of Customer Experience
GlobalRemote
Responsibilities
- Building scalable systems and processes that support rapid growth
- Own and elevate the day-to-day consumer experience across all channels:
- Manage consumer support across email, website, social media, Amazon, and retail-related inquiries
- Establish service standards, response time expectations, and escalation protocols
- Develop and maintain SOPs, workflows, and response playbooks
- Ensure all consumer interactions reflect the Stars + Honey brand voice and values
- Establish and monitor key consumer experience KPIs
- Track and improve response times, resolution rates, satisfaction scores, and recurring issues
- Conduct regular quality assurance reviews and coaching
- Identify friction points and implement improvements
- Create systems that make it easy for consumers to get the help they need
- Monitor consumer sentiment across reviews, social channels, and support interactions
- Own review management across Amazon, DTC, and key retail partners
- Identify recurring themes and partner cross-functionally to address root causes
- Build systems that encourage ratings, reviews, referrals, and advocacy
- Collect and analyze feedback from support channels, reviews, surveys, and social conversations
- Identify trends, opportunities, and recurring pain points
- Develop recurring Voice of Consumer reporting for leadership
- Own resolution of complex consumer issues and ensure challenging situations become opportunities to build trust:
- Manage escalated service issues and product-related concerns
- Develop consumer recovery programs and service recovery best practices
- Create clear communication frameworks for handling sensitive situations
- Build the infrastructure needed to support rapid growth:
- Own consumer experience platforms and tools
- Improve workflows, automation, and reporting capabilities
- Develop dashboards and reporting that provide visibility into performance and consumer trends
- Manage external consumer care agencies and partners
- Build systems that scale as the business continues to grow