What are the responsibilities and job description for the Director of Customer Experience position at Cymbiotika?
Company Description
At Cymbiotika, we are passionate about promoting wellness through high-quality, science-backed supplements. Our mission is to empower individuals to lead healthier lives by providing innovative, premium products designed to enhance well-being. We are dedicated to creating a positive, lasting impact on our customers, and we are looking for a visionary leader to join our team.
Role Description
This is a full-time on-site role for a Director of Customer Experience at Cymbiotika in San Diego, CA. The Director of Customer Experience will be responsible for overseeing all aspects of customer service, ensuring customer satisfaction, leading a team, and analyzing customer data to enhance the overall customer experience. As a key member of the leadership team, you will drive the strategy and execution of exceptional customer experiences, ensuring that every interaction with our brand leaves a lasting positive impression. You will collaborate across departments to continuously improve service quality, streamline processes, and champion customer satisfaction.
Key Responsibilities :
- Lead Customer Service Strategy : Develop and execute a comprehensive customer service strategy that aligns with company goals, focuses on customer satisfaction, and enhances the overall brand experience.
- Team Leadership & Development : Manage and mentor a high-performing customer service team. Provide guidance, training, and professional development to ensure staff are empowered to deliver outstanding service.
- Process Improvement : Analyze and refine customer service processes to improve efficiency, reduce resolution time, and maintain consistency across all customer touchpoints.
- Customer Advocacy : Act as a voice for the customer within the company, ensuring feedback and insights are used to drive product, process, and policy improvements.
- Cross-Department Collaboration : Work closely with Marketing, Tech, Warehouse, and Operations teams to address customer concerns, implement improvements, and create a seamless customer experience.
- Performance Metrics & Reporting : Develop and monitor key performance indicators (KPIs) for the customer service team. Provide regular reports to senior leadership on team performance, customer satisfaction, and trends.
- Crisis Management : Oversee complex customer issues, ensuring quick and effective resolution while maintaining brand integrity and customer loyalty.
Qualifications :
