Director of Customer Excellence

About Venus et Fleur

Venus et Fleur is a luxury floral brand specializing in creating high-quality, long-lasting arrangements using our signature Eternity florals. Our innovative preservation techniques and elegant packaging have made us a popular choice for gift-giving, special events, and interior design. We are committed to delivering the most exceptional customer experiences and expanding our presence in the global market. For us, it is a dream to be a company that is forever aligned with luxury florals, exquisite craftsmanship, and a dedicated commitment to celebrating life’s most memorable moments.

Job Summary 

Venus et Fleur is seeking a dynamic and strategic Senior Director of Customer Experience to lead our Customer Experience & Sales department. This role will be responsible for driving operational excellence, ensuring a seamless customer journey across all touchpoints, and converting customer issues into sales. 

The Director of Customer Excellence will lead the charge in shaping and implementing our customer experience strategy, ensuring every interaction our customers have with our brand is elevated, seamless, and unforgettable. This role involves leading a dynamic customer experience team and working closely with cross-functional departments to bring innovative improvements to our customer support, engagement, and develop a Voice of the Customer program.

As the leading luxury floral brand, our customers are our utmost priority. The Customer Experience team plays an invaluable role within this ambition, as direct contact gives us millions of opportunities to create, offer and surprise them with a seamless and inspiring product experience.

We are looking for someone who is highly motivated and can perform at a high level: fast, organized, adept at managing multiple projects and frequently shifting priorities. This role offers a fantastic opportunity to work in a customer-led environment that is fast paced and interactive, delivering luxury standards and maintaining brand integrity across the entire customer journey.

Key Responsibilities

• Lead the operational aspects of the Customer Experience department, with a focus on optimizing processes and procedures to enhance efficiency and effectiveness. 
• Manage the Customer Experience team, including hiring, training, and development of the team. 
• Understand when to flex into 3rd party providers for peak periods and manage knowledge transfer and external teams aligning to our internal best-in-class experience.
• Set and track key performance indicators (KPIs) to measure the success of customer experience initiatives and drive accountability within the team. 
• Implement and maintain standard operating procedures (SOPs) for the customer journey and regularly review and refine processes to drive continuous improvement. 
• Develop customer-centric strategies to enhance the overall customer journey, from initial outreach to post-sales support. 
• Oversee that all customer escalations are responded to promptly and resolved to the customer’s satisfaction. 
• Strategically analyze customer feedback and data to identify trends and areas for improvement and implement data-drive solutions to address them inclusive of cross-functional reporting to improve customer touchpoints from product, site experience, delivery to post-sales clienteling.
• Collaborate with cross-functional teams to streamline processes and improve operational efficiency. 
• Evaluate and recommend strategic technology or service partners that can further enhance the customer experience with global scale and operational efficiency
• Stay informed about industry trends and best practices in customer experience management and incorporate relevant insights into strategies. 
• Work closely with executives to devise a long-term, KPI-focused customer support strategy and execution plan, with special attention to cost and customer experience.
• Champion a customer-centric culture within the organization, advocating for customer needs and perspectives in strategic decision-making processes.

Who you are?

• Proven experience (5 years) in a customer experience leadership role, preferably in a luxury goods or retail industry. 
• Bachelor’s degree in business administration, operations management, communications or a related field
• Experience with CRM and e-commerce platforms, Giorgias and Shopify preferred
• Demonstrated success in delivering excellent worldwide customer care for premium products and services, with best-in-class KPIs
• Experience in evaluating and managing BPOs and other partners to deliver on established SLAs
• Proficiency in data analysis with the ability to interpret metrics and drive performance improvements.
• Exceptional team leader with a proven track record in building out brilliant and highly agile teams and departments, preferably at high-growth consumer businesses, preferably in a luxury goods
• Strategic thinker with a track record of designing highly scalable and robust customer experience & operational strategy
• Ability to communicate complex insights, build reports and strategy in a clear and actionable way
• Excellent people management skills with the ability to inspire and motivate a team.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Able to work independently with strong leadership capabilities 
• Excellent communication skills; ability to interface with executive and cross-functional teams on a regular basis
• Ability to travel to BPO on a need-to basis

Inclusive Benefits

We offer an inclusive and comprehensive range of benefits for this role, including:

Medical, Dental, Vision Benefits

Paid Parental Leave, Paid Family Leave, and Adoption Support

Unlimited PTO

Retirement Savings Plan (401K) and Life Insurance

VeF Discount