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Director of Customer Experience

Glossier

New York, New York
posted April 1, 2021

The director of customer experience (CX) is an innovative, operationally minded strategic leader who will be responsible for ensuring a best-in-class customer service experience for the Glossier community and that the customer’s voice is represented across our organization. This person will be responsible for developing creative CX strategies and formats as well as redefining what CX means at Glossier. The director of CX will scale our community-driven CX team, ensuring we have the strategy, operations and resources to deliver a best-in-class customer experience. This role requires a balance of strategic thinking, hands-on leadership capabilities, and tactical problem solving to create a great experience for our customers and CX team. The role will report to our vice president of operations.

6-Month Expectations

  • Ensure consistency in our brand voice in every interaction with our customers across all of our support channels.
  • Innovate to develop new CX formats that involve our community and peer-to-peer interactions.
  • Develop a deep understanding of operations within the CX team and how they interact with key stakeholders.
  • Develop a strong partnership with NexRep, our third-party customer service vendor, which acts as the first line of defense with our customers.
  • Develop and implement scalable systems to build a community-driven CX team, finding innovative ways to improve the performance of our team.
  • Create best-in-class CX operations by analyzing productivity, quality and return on investment metrics to ensure customer-centric and efficient CX growth.
  • Coach and mentor senior CX talent across several functions, including frontline, training, operations and strategy.

12-Plus Month Expectations

  • Work with the vice president of operations to develop the long-term CX strategy, which focuses on driving loyalty, engagement and conversion.
  • Proactively act as a champion for the customer in cross-functional initiatives.
  • Work cross-functionally and with inside and outside partners to develop the technologies required to support our community-driven CX model.
  • Innovate to develop new CX formats that involve our community and peer-to-peer  interactions.
  • Own the strategic growth of our global CX team as we enter new markets.
  • Be a strategic thought leader for the company for how CX is impacted and can be leveraged for realizing the company’s five-year growth goals.
  • Develop a long-term strategy for how Glossier CX remains best in class for our editors and our customers for years to come.

Preferred Qualifications 

  • Eight-plus years of high-performance work in a related field, consulting or corporate strategy
  • Experience managing a large team (10-plus individuals is ideal)
  • Strong strategy and analytics skills
  • Experience with retail, e-commerce, and/or D-to-C companies a plus
  • Strong project management skills with the ability to manage multiple projects and the desire to bring structure to undefined procedures
  • Strong communication skills
  • Drive to find and improve inefficiencies
  • Appreciation for all things beauty
  • Experience in a rapidly scaling startup