We are looking for a Director of Customer Experience to rebuild and own our customer support and retention function from the ground up. Customer service is currently highly manual and overloaded, and we need a senior leader to design the strategy, build the team, and implement the systems that deliver an exceptional, scalable customer experience across Canada and the US.
Key Responsibilities
- Strategy & Design: Own the end-to-end customer experience strategy for Canada and the US (50/50 business split). Audit current processes and SLAs to design a best-in-class support model.
- Team Leadership: Build and lead a high-performing customer service and customer retention team (hiring, coaching, and performance management).
- Systems & Automation: Define and implement tools and workflows (e.g., Zendesk, NPS, macros, routing, self-serve/FAQ, templates).
- Metrics & Reporting: Establish and track core CX metrics (NPS, CSAT, response/resolution time, first contact resolution, and retention/repeat purchase metrics). Create insights and present recommendations to leadership.
- Retention Growth: Partner closely with Marketing to design and execute loyalty and retention programs that increase LTV and repeat purchase rate.
- Operational Playbooks: Develop playbooks for handling escalations, VIP customers, peak-season volume, and social/D2C support.
- Cross-Functional Collaboration: Partner with Operations, Logistics, and Production to proactively address customer issues and bring the customer voice into product and marketing decisions.
