Client Experience Lead

Oak+Fort - CAN HQ Support Office; Vancouver; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Employee discount

Health and dental benefits

Paid vacation

Training & development

Growth opportunities

Job summary

OAK + FORT is seeking a Client Experience Lead who is people-focused, data-driven, and passionate about delivering exceptional client experiences through operational excellence. This role thrives in a fast-paced retail environment, identifying friction points and opportunities across the client journey to elevate service standards and support strategic initiatives.

You will onboard and coach customer experience coordinators, drive KPI accountability, and develop SOPs to standardize responses

Qualifications

• Strong ability to analyze and interpret large volumes of data to identify trends, risks, and opportunities.
• Effective communication and problem-solving skills, with the ability to translate insights into actionable recommendations.
• Proven ability to build and maintain collaborative relationships with cross-functional partners across Planning, Buying, and Retail Operations.
• Naturally curious, with a willingness to ask questions, seek information, and dive deep into processes to understand outcomes and drive improvements.
• Highly organized with strong time management skills; able to prioritize effectively, work under pressure, and meet multiple deadlines in a fast-paced environment.

Responsibilities

• Onboard and coach customer experience coordinators
• Drive accountability to KPIs (SLA, ticket backlog, chargebacks, lost orders)
• Develop training materials and SOPs to standardize responses
• Foster a high-ownership, solution-oriented team culture
• Ensure all tickets, inbox, RMA, live chats, socials, chargeback investigations are resolved within defined SLA targets
• Monitor daily ticket volumes, backlog, and channel mix (email/chat/social)
• Conduct investigations into lost shipments and missing items
• Identify trends in BORs, returns, refunds, and order issues to recommend process improvements
• Collaborate cross-functionally with internal teams and 3PL partners to proactively identify, address, and reduce operational defects impacting the customer experience
• Own complex escalations and high-risk cases
• Protect brand reputation while balancing policy enforcement
• Ensure customer communications align with brand tone, voice, and standards
• Identify opportunities to enhance customer loyalty and retention
• Perform other assigned duties.

Skills

Data analysis

Communication

Cross-functional collaboration

Problem solving

Time management

Excel

Tools

Excel

PowerPoint

Job description

Defined by People. Driven by Ownership. Built for Growth.

At OAK + FORT, we are defined by people who lead with ownership, embrace growth, and bring passion into everything they do. Guided by collaboration, curiosity, and individuality, we foster an environment where teams are empowered to challenge themselves, support one another, and evolve alongside a modern and growing brand.

We are currently seeking a Client Experience Lead who is people-focused, data-driven, and passionate about delivering exceptional client experiences through operational excellence. This role is ideal for someone who thrives in a fast-paced retail environment, enjoys identifying friction points and opportunities across the client journey, and is motivated by elevating service standards, supporting key business initiatives, and contributing to continuous operational improvement.

Start Here

Start your journey with a team that values initiative, curiosity, and individuality. At OAK + FORT, we encourage self-starters to contribute with confidence, take ownership, and bring their unique perspective from day one.

As an Client Experience Lead, you will:

• Onboard and coach customer experience coordinators
• Drive accountability to KPIs (SLA, ticket backlog, chargebacks, lost orders)
• Develop training materials and SOPs to standardize responses
• Foster a high-ownership, solution-oriented team culture

Operational Excellence

• Ensure all tickets, inbox, RMA,livechats, socials, chargeback investigations are resolved within defined SLA targets
• Monitor daily ticket volumes, backlog, and channel mix (email/chat/social)
• Conduct investigations into lost shipments and missing items
• Identify trends in BORs, returns, refunds, and order issues to recommend process improvements.
• Collaborate cross-functionally with internal teams and 3PL partners to proactively identify, address, and reduce operational defects impacting the customer experience

Customer Advocacy & Brand Protection

• Own complex escalations and high-risk cases
• Protect brand reputation while balancing policy enforcement
• Ensure customer communications align with brand tone, voice, and standards.
• Identify opportunities to enhance customer loyalty and retention

Others

• Perform other assigned duties.

Belong Here

We are people powered. Through collaboration, respect, and open communication, we create an environment where individuals feel supported, valued, and connected by a shared passion for delivering elevated experiences together.

At OAK + FORT, you will:

• Join a team that values authenticity and individuality
• Work in a collaborative and supportive environment
• Be empowered to share ideas, challenge convention, and make an impact
• Build meaningful relationships with customers and teammates alike
• Contribute to a culture rooted in passion, creativity, and growth

Grow Here

We believe growth comes from challenging ourselves to go above and beyond. By embracing change, taking initiative, and continuously evolving, our teams build meaningful careers while growing alongside an ever-evolving brand.

At OAK + FORT, you will have opportunities to:

• Develop your leadership and business management skills
• Grow within a rapidly evolving retail organization
• Take on new challenges and contribute to strategic initiatives
• Learn through hands-on experience, mentorship, and ongoing development
• Build a meaningful career with a team that values ownership, growth, and innovation.

What We’re Looking For:

• Strong ability to analyze and interpret large volumes of data to identify trends, risks, and opportunities.
• Effective communication and problem-solving skills, with the ability to translate insights into actionable recommendations.
• Proven ability to build and maintain collaborative relationships with cross-functional partners across Planning, Buying, and Retail Operations.
• Naturally curious, with a willingness to ask questions, seek information, and dive deep into processes to understand outcomes and drive improvements.
• Highly organized with strong time management skills; able to prioritize effectively, work under pressure, and meet multiple deadlines in a fast-paced environment.
• Intermediate proficiency in Microsoft Office, with a strong emphasis on Excel and PowerPoint.

Why You’ll Love It Here

• Extremely generous employee discount starting from day one
• Health and dental benefits (for eligible full-time positions only)
• Paid vacation time off (for eligible full-time positions only)
• An opportunity be a part of our growth journey
• Access to training and development programs
• Work amongst an exceptionally talented team

OUR VALUES:

ABOVE + BEYOND

We strive for something greater than ourselves.

SELF STARTER

Entrepreneurship is the mindset that leads to endless curiosity and continuous improvement.

UNIQUELY YOU

We practice acceptance through open-mindedness and personal responsibility.

CHANGE DRIVER

We embrace change and never fear what’s next.

PEOPLE POWERED

At the core of our brand we are powered by each other.

Our Hiring Process:

We strive to provide an outstanding experience to every individual who shows interest in our organization. Our goal is to ensure that you receive clear communication, regular updates and have a dedicated recruiter to support your hiring journey with us. We believe that every candidate journey should be unique, and that honesty, integrity and transparency are carried throughout.

Once you’ve submitted your application, here is what you can expect:

• A response confirming that we have received your application.
• Your application will be reviewed by our recruitment team.
• We will respond to every application to ensure you know where you stand.
• Only candidates that are selected for an interview will be contacted directly by a recruiter or hiring manager.
• Your first connection is a 30-minute phone interview.
• You can expect one additional interviews with the hiring team.
• We will request references before moving to a final offer.

OAK + FORT is an Equal Employment Opportunity employer. We are committed to providing a respectful, diverse, and unique approach to hiring individuals in the communities in which we operate – allowing each person to be their authentic selves. Our hiring commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic.

Requests for accommodation due to any disability or any other protected characteristic can be made at any stage of the recruitment process and during employment by contacting our People & Culture team. Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location.