Remote Director of Customer Experience & Growth

Hae CPG; New York (NY); Remote; USD 140,000 - 200,000; Full time

Job summary

Hae CPG is seeking a Director of Customer Experience to lead and grow the CX function, oversee client management, and drive strategy. This hands-on leadership role requires balancing day‑to‑day ticket management with strategic CX initiatives across a growing portfolio of brands.

You will mentor CX Managers and Associates, guide policy creation, and collaborate with operations to resolve issues impacting customers, all while maintaining a focus on scalable, high‑quality customer experiences.

Qualifications

• 6+ years in customer experience/customer support, preferably in DTC, e‑commerce, beauty, wellness, CPG, or high‑growth startups.
• 2+ years of people management with proven CX team leadership.
• Hands‑on with day‑to‑day ticket management while driving strategic CX initiatives.
• Experience independently leading CX for a brand, agency, or portfolio of clients.
• Strong hands‑on experience with CX platforms (e.g., Gorgias, Zendesk) and e‑commerce tooling.
• Ability to translate CX data into actionable recommendations for clients.

Responsibilities

• Own overall performance, quality, and development of Hae CPG’s CX department.
• Lead senior CX advisory across client portfolio and provide strategic recommendations.
• Develop and oversee CX policies, workflows, and service standards.
• Lead pre-launch CX strategy and setup for new brands, including CRM configuration.
• Stay current on CX technology and identify opportunities to strengthen offering.
• Monitor KPIs: ticket volume, response times, CSAT, and related metrics.
• Develop linear client strategies and identify opportunities for retention and expansion.

Skills

CX leadership

People management

CX strategy

CX analytics

Client relations

Hands-on with CX tools

Commercial judgment

Brand portfolio management

Multi-brand experience

Operational excellence

Tools

Gorgias

Zendesk

Shopify

Yotpo

Okendo

Trustpilot

Job description

Hae CPG is seeking a Director of Customer Experience to lead and grow the CX function, oversee client management, and drive strategy. This hands-on leadership role requires balancing day‑to‑day ticket management with strategic CX initiatives across a growing portfolio of brands.

You will mentor CX Managers and Associates, guide policy creation, and collaborate with operations to resolve issues impacting customers, all while maintaining a focus on scalable, high‑quality customer experiences.