Senior Customer Experience Manager

We are seeking a passionate and experienced Senior Customer Experience Manager to join our US client's team in a fully remote role who will be responsible for championing customer satisfaction, brand reputation, and seamless customer interactions across all touchpoints.

This role will focus on enhancing customer experiences by analyzing customer feedback, driving improvements, and ensuring our customer service team operates efficiently. The ideal candidate should have strong e-commerce experience, preferably in the supplement industry, and a deep understanding of Amazon's review, return, and customer engagement policies.

Duties & Responsibilities:

Customer Experience & Reputation Management:

• Champion the customer by identifying their needs and expectations across one or multiple product lines.
• Map end-to-end customer experience touchpoints to identify gaps and areas for improvement.
• Make recommendations on Product changes based on customer feedback.
• Drive the process to proactively mitigate negative reviews while maximizing positive feedback.
• Oversee and optimize the review request process using various software tools, to improve ratings across platforms beyond Amazon (e.g., Trustpilot).
• Work closely with Quality Assurance (QA) to identify recurring customer complaints and ensure necessary product improvements.
• Experiment with Amazon return policies to enhance customer satisfaction while minimizing negative feedback.
• Develop customer-facing brand messages for product labels and marketing materials to align with customer expectations.

Customer Service Team Management:

• Manage and oversee the Customer Service (CS) team, ensuring efficient operations without direct involvement in day-to-day CS tasks.
• Monitor and improve key metrics such as return rates, defective unit statuses, and response times.
• Implement and refine metrics for measuring customer satisfaction beyond negative reviews, including Voice of the Customer insights, chat support trends, and Q&A engagement.
• Align and influence cross-functional teams (marketing, operations, compliance) to enhance the overall customer experience.

Data-Driven Insights & Reporting:

• Direct data collection, analysis, and insights to continuously improve customer experience.
• Establish and maintain dashboards and reporting structures to measure key CX metrics, including customer sentiment, return rates, and product-related inquiries.
• Develop a reporting cadence to communicate CX performance to stakeholders, ensuring alignment with broader business goals.

Strategic Initiatives & Process Optimization:

• Identify, track, and resolve customer experience gaps across the business, ensuring a smooth and engaging journey for all customers.
• Lead initiatives to experiment with return policies, packaging updates, and messaging to drive better customer engagement and satisfaction.
• Serve as the primary liaison between the CS team and executive leadership, ensuring visibility into key customer insights and improvement strategies.
• Work with external vendors and business units to share best practices and leverage new tools for enhancing customer experiences.

Requirements:

• 5+ years of experience in customer experience, e-commerce, or customer service management, preferably in the supplements, health, or wellness industry.
• Strong and proven experience in a managerial role, leading and developing customer service teams to ensure high performance, efficiency, and customer satisfaction.
• Strong ability to set, track, and execute KPIs to measure team performance, customer experience, and overall service quality.
• Strong analytical skills with the ability to extract insights from customer data and develop actionable strategies.
• Proficiency in Amazon Seller Central, Trustpilot, and other review management platforms.
• Ability to suggest and implement new tools to streamline and align with success in the role.
• Experience working with customer service software, CRM tools, and analytics dashboards.
• Strong leadership and communication skills, with experience managing a team and influencing cross-functional stakeholders.
• Ability to work in a fast-paced, evolving environment, balancing multiple priorities while ensuring a high level of attention to detail.
• Knowledge of Amazon's return policies, customer feedback mechanisms, and best practices for customer satisfaction.
• Proactive, strategic thinker who is passionate about improving customer experiences and brand reputation.
• Willing to work from 10:00 to 19:00.

Desired Skills:

• Customer Service
• Amazon
• Relationship Management
• Leadership

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Diploma