Head of Customer Experience
THE COMPANY: MEUNDIES (#URL_e6fc0d02eb7453bbad49db5065c41f01aa0ef30715a4292c5be1b3834834f067#)  MeUndies is a lifestyle brand that is transforming the way people perceive and purchase their basics. As a vertically integrated, direct-to-consumer company we do it all: from design and manufacturing, to marketing and web design &amp; development, to fulfillment and shipping, MeUndies delivers The World’s Most Comfortable Basics with a relentless emphasis on quality and service. Our commitment is to deliver a memorable customer experience, and our Customer Experience team spearheads this effort by overseeing strategy, technology implementation, and execution. Highlights: Founded by entrepreneurial Founders passionate about transforming ecommerce.Has experienced double digit year-over-year growth the last several years.Raised over $2M in funding. THE OPPORTUNITY MeUndies is looking for a Head of Customer Experience who has a perfect balance of people skills and operations acumen to lead and scale this team. The Head of Customer Experience will report directly to the CEO. Specifically… Build, inspire, and lead a best-in-class Customer Experience team.Develop omni-channel strategy (email, call, chat, social) for handling all customer touchpoints to ensure on-brand service, and to drive efficiency and consistency of service.Implement KPIs to drive and measure Customer Experience team performance.Create and execute a robust training program (training materials; escalation protocols; pre-sell, up-sell, and retention strategies; product deep-dive guides) to hire, develop, and retain Customer Experience Associates.Capture, quantify, and relay key customer feedback and trends to the team.Forecast contact volumes and develop staffing plan for rapid growth of the Customer Experience team.
Title: Head of Customer Experience
Salary: None
Description: THE COMPANY: MEUNDIES (#URL_e6fc0d02eb7453bbad49db5065c41f01aa0ef30715a4292c5be1b3834834f067#)  MeUndies is a lifestyle brand that is transforming the way people perceive and purchase their basics. As a vertically integrated, direct-to-consumer company we do it all: from design and manufacturing, to marketing and web design &amp; development, to fulfillment and shipping, MeUndies delivers The World’s Most Comfortable Basics with a relentless emphasis on quality and service. Our commitment is to deliver a memorable customer experience, and our Customer Experience team spearheads this effort by overseeing strategy, technology implementation, and execution. Highlights: Founded by entrepreneurial Founders passionate about transforming ecommerce.Has experienced double digit year-over-year growth the last several years.Raised over $2M in funding. THE OPPORTUNITY MeUndies is looking for a Head of Customer Experience who has a perfect balance of people skills and operations acumen to lead and scale this team. The Head of Customer Experience will report directly to the CEO. Specifically… Build, inspire, and lead a best-in-class Customer Experience team.Develop omni-channel strategy (email, call, chat, social) for handling all customer touchpoints to ensure on-brand service, and to drive efficiency and consistency of service.Implement KPIs to drive and measure Customer Experience team performance.Create and execute a robust training program (training materials; escalation protocols; pre-sell, up-sell, and retention strategies; product deep-dive guides) to hire, develop, and retain Customer Experience Associates.Capture, quantify, and relay key customer feedback and trends to the team.Forecast contact volumes and develop staffing plan for rapid growth of the Customer Experience team.
Requirements: Director experience, Bachelor's Degree education
Fraudulent: No