management
Posted Jun 12Head 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
- Recruit, develop, and lead a high-performing consumer experience team
- Manage external partners and agencies
- Establish clear goals, accountability, and performance expectations
- Foster a consumer-first mindset across the organization
Requirements
- Experience to build and lead a best-in-class consumer experience function.
- experience in Consumer Experience, Customer Service, Consumer Care, Customer Success, or related functions •
- Background in DTC, eCommerce, CPG, or omnichannel consumer businesses •
- Deep understanding of consumer
- At Stars + Honey, we believe consumers should never have to compromise between health and indulgence. This role ensures they never have to compromise on their experience with our brand, either.
- This is a beta feature to avoid spam applicants.
Experience
- experience becomes a meaningful driver of loyalty, advocacy, and repeat purchase WHO YOU ARE Experience 5â10+ years of
Benefits
- 1. Consumer Care Operations
Additional details
- Stars + Honey is a fast-growing functional nutrition brand on a mission to eliminate compromise in health and indulgence.
- Our products deliver joyful flavor and clean functionality, making everyday wellness feel like a treat rather than a trade-off.
- As we enter our next phase of growth â scaling from a strong DTC foundation into national retail â we are seeking a Head of Consumer
- Delivering an exceptional consumer experience across every touchpoint
- Increasing consumer loyalty, repeat purchase, and advocacy
- Protecting and strengthening the Stars + Honey brand reputation
- Turning consumer feedback into actionable business insights
- experience strategy and operations across DTC, Amazon, and retail support channels, ensuring every interaction reflects the premium, joyful, and consumer-first
- This role reports to the Chief Brand & Commercial Officer. IMPACT OF THIS ROLE
- experience Stars + Honey across every stage of their journey.