Head of Customer Experience

📋 What you will do

• Manage day-to-day consumer support across all channels
• Establish service standards, response time expectations, and escalation protocols
• Develop and maintain SOPs, workflows, and response playbooks
• Monitor and improve key consumer experience KPIs
• Turn consumer feedback into actionable business insights
• Build scalable systems and processes to support rapid growth
• Partner with internal teams to improve the overall consumer journey

🛠 Stack and skills

✅ What we expect

• Experience in building and leading consumer experience functions
• Ability to protect and strengthen brand reputation
• Strong analytical skills to track and improve satisfaction metrics
• Proven track record in scaling DTC and retail operations