Director of Customer Experience & Clienteling

Catbird NYC; New York (NY); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Bonus

Job summary

Catbird NYC is seeking an Associate Director of Customer Experience to own the full CX function. You will lead high-touch conversations with customers in the morning and dive into processes in the afternoon to remove bottlenecks.

You will shape the CX strategy, partner with Retail, Product, and Manufacturing, and own repairs, returns, and clienteling programs to drive loyalty and growth.

Qualifications

• 8+ years in customer experience, with 2–3 years in people management.
• Experience leading service/repairs operations with logistics complexity.
• Ability to redesign workflows and scale CX across channels.
• Comfort with data for reporting and decision making.

Responsibilities

• Lead a 7–10 person CX team across time zones.
• Define and evolve CX strategy and service standards.
• Partner with manufacturing, warehousing, and merchandising to resolve issues.
• Own end-to-end repairs processing and clienteling for VIP clients.
• Report CX KPIs to senior leadership.

Skills

CX leadership

People management

Process redesign

Customer advocacy

Tools

Kustomer

Endear

NetSuite

Gorgias

Shopify

LOOP

Job description

Catbird NYC is seeking an Associate Director of Customer Experience to own the full CX function. You will lead high-touch conversations with customers in the morning and dive into processes in the afternoon to remove bottlenecks.

You will shape the CX strategy, partner with Retail, Product, and Manufacturing, and own repairs, returns, and clienteling programs to drive loyalty and growth.