Our Client seeks a Senior Director of Customer Experience to own the end-to-end customer journey-from initial engagement to lifelong loyalty. Reporting to the CMO, you'll craft and deliver a CX vision that boosts satisfaction, efficiency, sales impact, and brand love through scalable, tech-enabled processes.
Key Responsibilities
CX Strategy & Team Leadership
Build and execute a CX roadmap aligned with growth, marketing, and retention priorities.
Lead high-performing teams across Tier 1 support, social media, and Tier 2 specialists.
Drive innovation and data-led decisions while partnering across Marketing, Product, Tech, and Operations.
Performance & Operations
Own and optimize core metrics: CSAT, NPS, First Response Time, Resolution Time, Self-Service adoption, and Cost per Contact.
Deploy training, playbooks, and tools to hit CX targets consistently.
Technology & Automation
Champion AI, chatbots, and self-service tools to scale operations without sacrificing quality.
Collaborate on tech stack enhancements and leverage analytics for personalization and churn reduction.
Retention & Insights
Lead post-purchase strategies to cut churn, lift repeat purchases, and maximize LTV.
Create a Voice of Customer program from support, surveys, reviews, and social data-turning insights into cross-team actions.
Your Profile
10+ years in CX, preferably DTC/subscription/consumer tech brands.
Must come from CPG in DTC Subscription Service
Must have Experience handling 80K+ monthly Service Tickets
Track record scaling CX teams with clear KPI gains.
Expert in CX platforms, analytics, AI tools (Kustomer preferred).
Strong on metrics, journey mapping, cost control, and executive influence.
Data-driven leader passionate about tech and customer relationships.