Head of Customer Experience
Core
Build and lead a best-in-class consumer experience function for a functional nutrition brand, managing support across DTC, Amazon, and retail channels to drive loyalty and brand reputation.
Role type
Head of Consumer Experience (Director level)
Builds
Scalable consumer experience systems, support workflows, and brand advocacy programs for a fast-growing functional nutrition brand.
Domain
Functional nutrition / Consumer Packaged Goods (CPG) / Direct-to-Consumer (DTC)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Consumer experience strategy, support operations management, team leadership, cross-functional collaboration, data analysis, process improvement, brand reputation management, stakeholder management
Preferred skills
Experience scaling support in high-growth consumer brands, DTC/eCommerce/CPG background, system building, empathy, analytical mindset
Technologies
Consumer experience platforms, support tools, dashboards, reporting systems
Responsibilities
Manage consumer support across email, website, social media, Amazon, and retail; establish service standards and SOPs; monitor consumer sentiment and manage reviews; analyze feedback to drive product and experience improvements; lead and develop a high-performing consumer experience team; build scalable infrastructure and automation for support operations.
Seniority
Senior, hands-on IC with leadership responsibilities