The Head of Customer Experience role at a high-growth disruptor in the pet products market involves leading the vision and strategy for the end-to-end customer experience. Reporting directly to the CXO and founder, the successful candidate will build and scale a team across multiple locations, foster collaboration, leverage data-driven insights, and implement innovative tools to enhance efficiency and service quality. Responsibilities include establishing and optimizing the customer experience team, managing crises, developing KPIs, and ensuring continuous improvement. The role also involves building out the physical customer experience and service team, currently consisting of 20 members, and driving customer growth through outbound-oriented initiatives.
The ideal candidate will have a customer-first approach and be able to lead the team towards excellence in data, insights, and technology. They will be responsible for elevating the team's capabilities and ensuring a seamless customer experience. This role offers the opportunity to make a significant impact on the client's growth and success by developing and implementing strategies to enhance customer satisfaction and loyalty. The Head of Customer Experience will play a crucial role in shaping the client's reputation and driving customer growth through innovative initiatives and a focus on continuous improvement.