Director of Customer Experience
hace 13 días
New York
NOTE: To apply, please send an email to people@haecpg.com with "Job Application - Director of CX" in the subject. Include a brief intro in the body of the email and attach your resume. Candidates will only be reviewed via email. \n \n COMPANY: Hae CPG \n POSITION: Director of Customer Experience \n REPORTS TO: Founder \n ROLE TYPE: Full-Time \n OFFICE LOCATION: Headquartered in Brooklyn, NY but the role is fully remote \n HOURS: Must be comfortable working EST hours, with occasional weekend and holiday coverage \n \n About the Company \n \n Hae CPG is an operations, supply chain, and customer service partner for emerging and scaling beauty and wellness brands. We work as an extension of our clients’ internal teams, providing hands-on execution and management to keep their businesses running smoothly as they scale. \n \n Our growing Customer Experience division supports brands across every stage, from building the CX foundation pre-launch to managing and optimizing established customer service programs. We combine hands-on execution with strategic oversight, helping brands create thoughtful, scalable customer experiences as they grow. \n \n Our CX services include day-to-day ticket management, pre-launch CX setup, CX strategy, CRM setup and optimization, policy and SOP development, workflow and process optimization, escalation management, and customer feedback reporting and insights. As the division continues to grow, we’re focused on expanding our client portfolio, strengthening our team, and building a best-in-class CX offering for emerging brands. \n \n Role Description \n \n The Director of Customer Experience will lead and grow Hae CPG’s CX function, with responsibility across client management, team leadership, CX strategy, and business development. \n \n This is a hands-on leadership role for someone who can move seamlessly between building the business and executing within it. You’ll oversee the CX team and client portfolio, develop strategies and recommendations for our brands, strengthen the systems and processes behind the department, and play an active role in bringing new CX business to Hae. \n \n At the same time, we are a growing company with a lean team. No task is too big or too small, and this role is expected to remain close to day-to-day execution. You should be equally comfortable leading a client strategy conversation, pitching a prospective brand, building a CX workflow, coaching a team member, and jumping into the ticket queue when coverage or volume requires it. \n \n We’re looking for someone who combines deep CX expertise with strong commercial instincts and an entrepreneurial mindset. You should understand what exceptional customer experience looks like, how to build the infrastructure behind it, and how to translate that expertise into a compelling service for growing brands. \n \n Responsibilities \n \n CX Leadership & Strategy \n\n • Own the overall performance, quality, and development of Hae CPG’s CX department\n, • Serve as the senior CX advisor across Hae’s client portfolio, providing strategic recommendations based on customer feedback, ticket trends, industry best practices, and brand needs\n, • Assess client CX operations and develop recommendations around policies, workflows, systems, staffing, and customer experience strategy\n, • Develop and oversee CX policies, SOPs, macros, workflows, automations, escalation paths, and service standards\n, • Lead pre-launch CX strategy and setup for new brands, including CRM configuration, policies, workflows, macros, reporting, and escalation procedures\n, • Stay current on CX technology, tools, platforms, and industry best practices and identify opportunities to strengthen Hae’s CX offering\n, • Monitor department and client KPIs, including ticket volume, response and resolution times, CSAT, contact drivers, and other relevant metrics\n, • Translate CX data and customer feedback into actionable recommendations for clients\n\n \n Client Management \n\n • Own senior-level relationships across CX clients and serve as an escalation point\n, • Ensure consistent service quality, communication, and performance across the CX portfolio\n, • Lead client strategy conversations and proactively identify opportunities to improve the customer experience\n, • Partner closely with Hae’s Operations team to resolve fulfillment, shipping, inventory, and other operational issues impacting customers\n, • Support client onboarding and ensure new accounts are set up for successful execution\n\n \n Team Leadership & Execution \n\n • Manage, develop, and mentor CX Managers, Associates, and fractional CX team members\n, • Own team capacity planning, workload allocation, coverage, and hiring recommendations as the business grows\n, • Establish QA standards and ensure consistent execution across brands and team members\n, • Develop the team’s CX judgment, technical knowledge, and ability to operate independently\n, • Build a scalable team structure that creates appropriate coverage and reduces dependency on any single team member\n, • Maintain a "no task is too big or too small" mindset and remain hands-on with day-to-day responsibilities, including ticket management, escalations, and client execution, while also driving broader strategic initiatives\n, • Step directly into ticket queues during periods of high volume, launches, staffing gaps, weekend/holiday coverage, or other business needs\n\n \n Business Development & Growth \n\n • Partner with Hae leadership to develop and execute the growth strategy for the CX business\n, • Own and support new CX business development, including prospect conversations, discovery calls, pitches, proposals, and follow-up\n\n \n Requirements \n\n • 6+ years of experience in customer experience/customer support, preferably within DTC, e-commerce, beauty, wellness, CPG, or high-growth startups\n, • 2+ years of people management experience, with demonstrated success developing and managing CX teams\n, • "No task is too big or too small" mindset; remains hands-on with day-to-day responsibilities, including ticket management, while also being able to think strategically and drive broader CX initiatives\n, • Experience independently leading CX for a brand, agency, business unit, or portfolio of clients\n, • Strong hands-on experience with Gorgias and/or Zendesk\n, • Deep working knowledge of Shopify and the broader DTC e-commerce ecosystem\n, • Experience with common payment processors and payment methods, such as Shopify Payments, Stripe, PayPal, Shop Pay, Afterpay, Klarna, or similar platforms\n, • Experience with review and customer feedback platforms such as Yotpo, Okendo, Trustpilot, or similar tools\n, • Strong understanding of CX policies and best practices; demonstrated experience developing CX strategies\n, • Strong understanding of e-commerce fulfillment, 3PL operations, shipping workflows, and carrier issues\n, • Ability to analyze CX data and translate trends into clear, actionable recommendations\n, • Strong client-facing presence and ability to confidently advise founders and senior brand leaders\n, • Excellent written and verbal communication skills\n, • Strong commercial judgment and ability to identify opportunities for client retention, expansion, and new business\n, • Experience managing multiple brands, clients, or workstreams simultaneously strongly preferred\n, • Working proficiency in Excel and Google Sheets and comfort using data to inform decisions\n, • Highly organized, proactive, resourceful, and comfortable operating with significant autonomy\n, • Comfortable working in a fast-moving environment where priorities and responsibilities evolve as the business grows\n
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