Director of Customer Experience & Retention

Wanted: Director of Customer Experience & Retention 

Are you looking for the chance to make a positive impact on the planet? Do you have a passion for exceptional service and the ability to wow customers? Does lifting others up bring you joy? If so, we’re looking for you! 

You:

• Appreciate a good debate even with your boss
• Figure out how to fix it instead of who is to blame
• Aren’t afraid to jump in the deep end
• Are excited about building empowered teams
• Have pulled recyclables out of the trash
• Are really passionate about sustainable solutions to everyday problems

We:

• Believe we do not inherit the earth from our ancestors; we borrow it from our children
• Work to protect and restore the environment
• Aren't afraid to make mistakes as long as we learn
• Care more about your values and intelligence than your experience
• Are committed to creating team dynamics that create empowerment vs. entitlement

Our Core Values:

1. Commit to a culture that builds a strong COMMUNITY
2. Foster CREATIVITY to inspire fresh innovation
3. Embrace COURAGE by taking action despite uncertainty
4. Live with Awareness and CONSCIOUSNESS of our choices

The Opportunity: 

We are looking for someone to be part of the scale up our our Pela and Lomi brands. You will create, drive and execute the CRM strategy, developing a company-wide plan that grows revenue and profits whilst keeping customer delight at heart. Connect the customer with the brand using a winning hand of tactics and relentless pursuit of delightful interactions.  

The Responsibilities: 

• Using your knowledge of the customer and your passions in this space, you’ll proactively improve the customer experience, with primary focus on providing ticket responses at industry-leading speeds with industry-leading CX NPS scores.
• You’ll report to the COO of Pela (creators of Lomi and the Pela Case) and develop customer success strategies that retain subscribers, drive incremental revenue, and reduce risk to revenue from unnecessary refunds and recoverable returns.
• Work with the CX Manager to develop, manage, and oversee a clear customer experience strategy that covers phone, video, social media, e-commerce, and any other touchpoints we have with our consumer and bring their voice to the table
• Work with the team to hire, develop, train, and build a high-performing customer experience team that efficiently aligns with the customer experience strategy.
• Work with the CX Manager to keep ZenDesk and Gorgias, our central hubs for customer support, running efficiently, and track and present customer experience KPI’s.
• Leveraging data and insights you will reward new and existing customers in creative ways.
• Weekly, monthly, and quarterly reporting on the CX (NPS, response-time and other valuable measures) and retention performance of the CX team
• Jump in and support on tickets if needed - you know your stuff and you’re not afraid to roll up your sleeves.
• Add value with your wisdom in this space to improve the processes, and make recommendations on new platforms and tech stack where it makes sense.

Qualifications:

• Experience crafting a customer success strategy and demonstrated comfort communicating to internal stakeholders the needs of our diverse customers and how their voice may inform sales, marketing and product activities
• Excel at advanced segmentation, customer life cycles, channel performance tracking, funnel analysis and product cross-promotion
• Have experience with Gorgias and/or ZenDesk
• Have expertise in aligning targeting, messaging and program development / execution to specific customer segments
• Experience in developing, managing and executing ROI-focused retention programs and campaigns, supported by strong creative executions
• A strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn
• High emotional intelligence and ability to resolve conflict wherever it arises
• Have a general knowledge of online design processes
• Can think strategically and tactically while delivering results in a high-change, fast-paced work environment
• Possess exceptional oral and written communication skills
• Highly self-motivated and team-oriented
• 5+ years experience in retention, engagement / loyalty marketing preferably in B2C e-commerce environment

Commitment to Diversity 

Pela is committed to cultivating and preserving a company culture of diversity, equity, and inclusion. This means we seek out people with diversity of opinion and with strengths that will be complementary to our existing organization. We know that we will grow and learn better with a diverse team. When recruiting for new members of our team, we welcome the unique contributions that you can bring in terms of your education, culture, ethnicity, race, sex, gender identity and expression, age, religion, and sexual orientation.