Head of Customer Experience

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