Director, Customer Experience

About rhode: rhode is a line of curated skincare essentials. Formulated for a variety of skin types and needs with high performance ingredients, it's a daily routine that nourishes your skin barrier over time.

rhode is looking for a driven and talented Director of CX to own and architect an elevated, best-in-class customer experience. As the Director of CX, you will develop and provide strategic direction, and leadership in all aspects of leading the Customer Service team for rhode. You will foster a culture of high-performance that consistently delivers an exceptional customer experience. You are a problem solver who isn't afraid to get in the weeds to find a solution. You will develop partnerships and collaborate with other business leaders across the company to connect our CS team to other teams in a way that puts our customer experience on equal footing with process & profit.

Overview

• Partner closely with Digital, Ecom & Brand to define the ideal customer journey and ensure we execute to the intention of excellence.
• Set performance standards to meet and enhance service goals for the company. Analyze CX team performance to drive improvement in KPIs & SLAs and close performance gaps.
• Develop and implement robust training and ongoing development for new and existing CS staff members.
• Serve as the ultimate escalation point for highly complex customer issues.
• Be the voice of the customer at rhode- track customer sentiment, understand pain points, and develop plans to improve experience in the short, medium and long term.
• Evaluate existing systems and processes. Identify and recommend updates and expansions to the technology and equipment that may improve service and retention.
• Improve the accuracy and actionability of our data; managing the creation of dashboards and reporting of progress against key metrics to the executive team.
• Analyze key metrics, daily, weekly and quarterly reports, and performance indicators to identify areas of focus and/or necessary improvements.
• Partner closely with cross-functional stakeholders to share customer feedback and behavioral insights that drive digital innovation and create a best in class consumer experience.
• Provide strong, dynamic leadership that mentors, develops, and guides new and existing CX team members, internal and external, to efficiently leverage the value of every contact.
• Responsible for managing and developing the Senior Manager of Customer Service.
  
  

To be Successful:

• Senior leadership experience in a consumer customer support environment that includes both internal and external resources
• Experience navigating voice, email, social media and chat customer care channels
• Ability to thrive and excel in a fast-paced environment with changing priorities
• Experience building a top-notch customer support function & team from scratch - with a deep understanding of building scalable processes
• A passion for data-driven decision-making, using data to dissect and determine root causes of problems and implement solutions
• A track record of exceptional strategy and team leadership
• A track record of innovation and impactful change
  
  

Qualifications:

• 5+ years of Customer Experience experience in skincare, cosmetics or a closely related industry.
• Experience in people management, training, and development.
• Bachelor of Science/Arts or higher degree
  
  

The annual salary for this position is between $130,000 - $155,000, depending on experience and other qualifications of the successful candidate. This role is based out of our headquarters in Los Angeles, CA.

rhode, an equal opportunity employer, is committed to equal opportunity for all employees and applicants. The Company recruits, hires, trains, promotes, pays, and administers all personnel actions without regard to race, color, religion, creed, sex, gender, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information, reproductive health decision making, or any other status protected by applicable law. The Company also makes reasonable accommodations for qualified applicants with disabilities in accordance with all legal requirements. Any applicant who requires assistance with the application or resulting process should contact People & Culture ([email protected]) to request that accommodation.