Customer Experience Manager
Core
Own Primal Harvest's customer experience channel end-to-end across the U.S. and EU, running CX as a business function covering strategy, tech stack, vendors, budget, and reporting to improve the full customer journey and retention.
Role type
Senior IC Customer Experience Manager (DTC eCommerce)
Builds
Customer experience strategy, support operations, NPS programs, and CX tech stack for a holistic wellness brand
Domain
DTC eCommerce / Holistic Wellness
Required skills
CX operations strategy, vendor management, budget ownership, NPS program design, Voice of Customer analysis, AI support oversight, QA standards, workforce planning, GDPR/CCPA compliance
Preferred skills
Experience building CX programs from scratch, cross-functional partnership with product/retention teams, independent problem solving
Technologies
Gorgias, Kodif, Stay AI, Reviews.io, Notion
Responsibilities
Design and launch new CX programs including NPS; Own the CX tech stack and optimize tools; Manage and mentor full-time EU CX lead and outsourced agency; Build Voice of Customer reporting to drive root cause fixes; Track CX KPIs and connect to retention/churn; Own annual CX/CS budget and business cases; Establish training frameworks and SOPs; Oversee AI-enabled support and QA; Manage fraud, chargeback, and refund workflows; Handle customer data privacy requests under GDPR/CCPA
Seniority
Senior, hands-on IC with people management
