Head of Customer Experience & Loyalty

Jacob Bar Inc.; New York (NY); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Company equity opportunity

Job summary

Jacob Bar Inc. is seeking a leader to build and guide the customer experience and retention program in New York, driving personal, high-touch service across channels.

You will own how we engage, recognize, and reward customers throughout their relationship with Jacob, shaping future products with customer feedback. The role focuses on creating repeatable care systems, cross‑team collaboration, and programs that deepen loyalty while delivering thoughtful, proactive experiences for subscribers and

Qualifications

• 3-5+ years of experience in ecommerce customer service or customer experience
• Experience improving support processes and resolving complex issues
• Comfort with ecommerce platforms and customer support tools
• Customer-first orientation and commitment to high standards
• Ability to lead and coach teams in a fast-paced environment

Responsibilities

• Lead customer support across channels (email, social, Amazon, Faire).Set standards for response times, resolution, and tone.
• Build and maintain workflows, knowledge base, and training materials; establish clear team roles.
• Coordinate with internal teams and external partners to resolve issues and rebuild trust.
• Be the voice of the customer; gather feedback and influence product/ops decisions.
• Create memorable experiences with exclusive offers, gift programs, and subscriber perks.
• Own retention and loyalty programs; measure impact and iterate across teams.

Skills

Leadership

Customer service

Ecommerce platforms

Coaching teammates

Customer-first mindset

Job description

Jacob Bar Inc. is seeking a leader to build and guide the customer experience and retention program in New York, driving personal, high-touch service across channels.

You will own how we engage, recognize, and reward customers throughout their relationship with Jacob, shaping future products with customer feedback. The role focuses on creating repeatable care systems, cross‑team collaboration, and programs that deepen loyalty while delivering thoughtful, proactive experiences for subscribers and