About The Role: Reporting to the Senior Director of Fulfillment, the Senior Manager of Customer Experience will lead a team of Customer Experience agents and leverage cutting-edge AI and automated platform technologies to support, guide, and assist customers across our e-commerce and direct-to-consumer (DTC) beauty brands.
The successful candidate will set the strategy and vision for the department, seamlessly blending human touch with automated efficiency to build a world-class shopping experience for our DTC beauty community. The ideal candidate is a strategic self-starter and avid multi-tasker with proven experience scaling CX operations within high-growth DTC beauty, personal care, or retail e-commerce environments.
Duties and Responsibilities- Evaluate, implement, and optimize AI platforms, chatbots, automated workflows, and self-service tools to improve resolution speed, reduce ticket deflection costs, and enhance personalized customer engagement.
- Leverage deep knowledge of DTC beauty and e-commerce consumer behavior to drive high satisfaction (CSAT), customer lifetime value (LTV), and brand loyalty.
- Track and manage business KPIs to achieve e-commerce channel growth goals including Net Revenue/Sales, Gross Margin, Traffic, Transactions, Conversion, CSAT, and First Contact Resolution (FCR).
- Drive team building, training, and retention. Establish a high bar for performance, mentor team members in modern CX/AI tools, and create a culture of accountability and excellence.
- Evaluate the efficiency of business procedures and customer service workflows according to organizational objectives and continuously apply process improvements.
- Actively support all efforts to simplify and enhance the omnichannel customer experience across web, mobile, and social touchpoints.
- Interact regularly with Senior Management and department/ company leaders to ensure that customer service priorities align with total company direction and fulfillment operations.
- Review and/or develop KPIs and customer analytics to identify high-priority opportunities and execute an aggressive CX and e-commerce roadmap strategy.
- Prepare forecasts of departmental costs, work demands, staffing, software/tool budgets, and resource allocation to meet financial objectives.
Qualifications- 5+ years of customer service/customer experience experience, with a minimum of 3 years in a management or leadership role.
- Proven track record in e-commerce and Direct-to-Consumer (DTC) retail, with strong preference for experience in the beauty, personal care, or lifestyle sectors.
- Demonstrated experience managing or implementing customer support automation, AI platforms, conversational chatbots, and automated routing systems.
- Experience with Shopify Preferred.
- Bachelor's Degree and/or MBA is preferred.
- Strong familiarity with enterprise ticketing systems (Gladly, Gorgias or Zendesk preferred) and ERP systems (NetSuite is a plus).
- Understanding of basic order fulfillment processes for physical products
- Ability to thrive in an ambiguous, entrepreneurial environment that requires the ability to multi-task and implement high priority initiatives.
- Exceptional communication and time management skills.
- Ability to use web analytics, customer insights and knowledge of industry best practices to develop a compelling eCommerce product strategy.
Preferred Qualifications
- Cross-functional leadership/project management experience
- Experience with presentations to senior leadership
- Ability to thrive in an ambiguous, entrepreneurial environment that requires the high initiative and ability to self-prioritize business tasks
Benefits- Medical, Dental, Vision, Life Insurance
- 401k plan
- Additional Opt-In Insurances
- Vacation + Sick Time Pay
- L'ange Hair Product Stipend- a quarterly stipend to help you refresh your favorite L'ange products and also try new products!
Key Integra Competencies (All candidates are expected to demonstrate, regardless of role)- Action Oriented
- Situational Adaptability
- Drives Results
Role-Specific Competencies to Emphasize- Strategic Mindset
- Drives Vision & Purpose
- Builds Effective Teams
- Cultivates Innovation
- Customer Focus
