Head of Customer Experience — Fast-Scaling DTC Supplement Brand

Company Description

JFM Ventures specializes in growing and scaling e-commerce brands with a focus on leveraging paid advertising strategies. Our mission is to help direct-to-consumer supplement brands achieve rapid growth by optimizing marketing performance and fostering customer loyalty. As a fast-scaling company, we value innovation, agility, and customer-centered solutions. Join us to be part of a team that thrives on delivering measurable results and creating impactful brand experiences.

Role Description

This is a full-time remote role for a Head of Customer Experience at a fast-scaling direct-to-consumer supplement brand supported by JFM Ventures. The successful candidate will oversee the customer journey, ensuring an exceptional experience from acquisition to retention. Daily responsibilities include managing customer service operations, analyzing customer feedback and data, and implementing strategies to enhance customer satisfaction. The candidate will proactively identify areas for improvement and collaborate across teams to execute customer-focused initiatives.

Qualifications

• Expertise in Customer Experience Management and Customer Satisfaction strategies
• Strong Customer Service and Customer Relationship Management skills
• Proficient Analytical Skills to assess trends, feedback, and performance metrics
• Proven experience in improving customer engagement and loyalty
• Ability to lead and collaborate with cross-functional teams
• Strong communication and problem-solving capabilities
• Experience in e-commerce or direct-to-consumer industries is highly preferred
• Bachelor’s degree in Business, Marketing, or a related field, or equivalent professional experience