Director of Customer Experience

Local Crafts; Dallas (TX); Remote; USD 80,000 - 90,000; Full time

Job summary

Local Crafts is seeking a strategic Director of Customer Experience to implement a modern CX strategy. This role emphasizes a customer-first approach, leveraging data and innovation to enhance interactions and satisfaction. Responsibilities include team leadership, KPI management, and operational collaboration to drive loyalty and retention in a thriving craft industry environment.

Benefits

Multiple medical, dental, and vision plans

401(k) with Employer Match

Paid time off and holiday policies

Employee discounts at all Local Crafts companies

Qualifications

• 5-8+ years leading CX teams in fast-paced eCommerce or DTC brands.
• Deep experience with Zendesk (admin level) and CX-focused AI tools.
• Proven ability to coach managers and build scalable team structures.

Responsibilities

• Lead, mentor, and grow the CX team across multiple craft brands.
• Define, track, and improve key KPIs: CSAT, resolution time.
• Deliver clear, actionable performance reports to leadership.

Skills

Data literacy

Customer-first mindset

Coaching

Systems improvement

Tools

Zendesk

NetSuite

Shopify

Job description

Job Title: Director of Customer Experience

Location: Remote / Hybrid - Team based in Vancouver, WA

Reports To: Chief Brand Officer

The Role:

We're looking for a strategic, data-driven, and tech-savvy Director of Customer Experience to develop a modern, scalable CX strategy for a leading craft industry company. You will lead a customer-first mindset across the organization, integrating insights, empathy, and innovation to enhance every customer interaction. You will oversee a dedicated team, collaborate cross-functionally with operations, marketing, product, and sales, and leverage data and empathy to improve service delivery, engagement, and satisfaction.

This is a high-impact role for someone who is both a strategist and a doer—ready to craft exceptional experiences that drive loyalty, retention, and revenue. You will have the authority to shape hiring, development, and process design, with a focus on metrics, coaching, and genuine customer connection.

Key Responsibilities:

• Lead, mentor, and grow the CX team across multiple craft brands
• Own team hiring, development, structure, and performance management
• Coach and develop supervisors
• Evaluate and optimize Zendesk setup; build automation, views, macros, and reporting
• Lead the design and implementation of CSX AI tools to improve efficiency and personalization
• Build a customer-friendly returns process from scratch
• Define, track, and improve key KPIs: CSAT, resolution time, one-touch resolution, repeat purchase rate
• Deliver clear, actionable performance reports to leadership
• Collaborate with operations, brand, marketing, and finance to improve the full customer journey
• Enhance NetSuite, Zendesk, and Shopify integrations; support teams in using these systems effectively
• Spearhead the launch of Live Chat and define a cost-effective, high-touch service model
• Seek continuous improvement—doing more with less, increasing quality and connection without overspending

Success in This Role Looks Like:

• KPIs are clearly defined, tracked, and visible; team performance improves quarterly
• The team is trained, engaged, and aligned with business goals
• CSAT scores reach 98%+ with increased repeat purchases and CX-driven conversions
• Customers regard our service as the best in the industry
• You have built a high-performing, human, and efficient team you are proud of

Requirements:

• 5-8+ years leading CX teams in fast-paced eCommerce or DTC brands
• Deep experience with Zendesk (admin level) and CX-focused AI tools
• Proven ability to coach managers and build scalable team structures
• Strong data literacy—building dashboards, analyzing patterns, and making insights actionable
• Experience working with NetSuite, Shopify, and support teams on operational tools
• Track record of launching new channels (like live chat) and building systems from scratch
• A customer-first mindset that recognizes happy customers drive business growth

You'll Thrive Here If You:

• Lead with curiosity, not ego
• Enjoy building and improving systems
• Help others grow, especially leaders
• See service as key to brand loyalty and revenue
• Want to create best-in-class service affordably

Benefits:

Our compensation package aligns with industry standards, considering location, expertise, and experience. Along with a competitive salary, you will be eligible for the company's bonus plan and benefits.

The starting pay range for this exempt/salary position is:

$80,000 to $90,000 per year

We offer a generous benefits package, including:

• Multiple medical, dental, and vision plans (after 30 days, with company contributions)
• Healthcare Savings and Flexible Spending Accounts
• Company-paid Life, Short- and Long-Term Disability benefits
• 401(k) with Employer Match
• Paid time off and holiday policies
• Employee discounts at all Local Crafts companies