Customer Experience Manager

El Segundo, United States Customer Service, E-commerce Posted September 19, 2023
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Title: Customer Experience Manager

Company Description: Direct-to-consumer, Fashion/Lifestyle Footwear, 

Salary: $85,000 – $100,000

Salary is an estimated range provided by JBC and is commensurate with experience. 


Our client, a fast-growing direct-to-consumer footwear brand, is seeking to hire a detail-oriented, analytical, and proactive Customer Experience Manager. The talent who moves into this role must be highly organized with strong attention to detail. The ideal candidate has direct-to-consumer experience, is knowledgeable of customer service rules and regulations, and is kind and accommodating with their customer experience approach. 



  • Manage and develop the Customer Experience team, including building out the team's schedule and ensuring adequate staffing 
  • Responsible for developing and implementing training protocols for consistent customer service, effective onboarding, and with a focus on driving customer retention 
  • Work cross-functionally with department leads and stakeholders to ensure alignment of Customer Experience strategy and direction
  • Stay abreast of current trends, analyze data, and discern customer needs to inform product and brand messaging 
  • Work directly with customers, understand their needs, and support them with curated personal shopping to maximize revenue 
  • Define team KPIs, and reporting tools, and track team performance 
  • Address bugs and operational issues as they surface, and work proactively to propose changes in processes and systems (addressing root cause) 
  • Audit team policies and revise them to ensure alignment with industry standards and are customer-centered
  • Support customers with quick and simple solutions over the phone, via email, and occasionally with in-person clients in-store 




  • 5+ years of direct-to-consumer Customer Success experience 
  • Experienced in driving goals associated with gross churn and upsell
  • Must have strong analytical, problem-solving, and multitasking skills
  • Proactive with the ability to identify new opportunities, solve problems, and prioritize 
  • Strong verbal and written communication skills to craft grammatically impeccable emails and be just as articulate in person
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