Director of Customer Experience and Retention

Port Saint Lucie, Florida Customer Service Posted August 29, 2024
#221675
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Title:  Director of Customer Experience and Retention
Company Description:  Beauty Manufacturer (Tools)
Location: – Port St Lucie, Florida –  Must work On-Site
Responsibilities: To Lead and develop customer service and retention teams
Requirements:  3 + yrs experience in digital native brand and must have experience working in Gorgias  +  Klaviyo
Salary: 90-110K + bonus potential
Salary is commensurate with experience and is an estimated range provided by JBC.
 

Director of Customer Experience and Retention to needed to lead and optimize all retention channels, including email, SMS, direct mail, and subscription services, while also overseeing our customer experience operations.

In this role, you will manage our customer experience team, support ticketing system, and customer experience associates. Your goal will be to drive sales, improve customer satisfaction, and increase lifetime value through coaching, strategy, and execution across multiple touchpoints.

You will report directly to the Vice President of Marketing.

Key Responsibilities

  • Manage and optimize retention channels including email, SMS, direct mail, and subscription programs to maximize customer lifetime value and retention and ensure excellence in execution (support /lead team as needed)

  • Oversee the customer experience function, including managing support tickets, and driving performance from customer experience associates through ongoing coaching.

  • Implement and refine strategies to enhance customer retention, satisfaction, and overall experience.

  • Develop and analyze reports on retention and customer experience KPIs, providing actionable insights to the leadership team.

  • Collaborate with cross-functional teams to ensure a seamless and cohesive customer journey across all touchpoints.

  • Drive continuous improvement through testing, learning, and innovation across all retention channels.

  • Own and manage KPIs related to retention, customer satisfaction, and sales, ensuring they meet or exceed set targets.

Requirements

  • 3+ years of experience in customer experience, retention marketing, or a similar role within a fast-growing, digital-first brand.

  • Strong track record of managing and optimizing retention channels such as email, SMS, direct mail, and subscription models.

  • Proven ability to lead and develop high-performing teams.

  • Experience managing customer support operations, including ticketing systems and associate performance coaching.

  • Analytical mindset with the ability to synthesize data into actionable strategies.

  • Strong communication and collaboration skills, with the ability to work effectively across teams.

  • Experience with customer experience and retention analytics tools, with a focus on continuous improvement.

  • Ability to thrive in a fast-paced environment with shifting priorities.

  • A strategic thinker who can also roll up their sleeves to execute detailed plans.

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