Director of Customer Experience Full Time NEW

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About the Opportunity

The company is a full-service workplace design consultancy representing a dynamic brand on their search for a Director of Customer Experience to join their team. This role is uniquely balanced, with a strong dual focus on customer retention and customer support strategy, equally prioritizing the optimization of current service operations and development of initiatives that turn first-time buyers into loyal, repeat customers. From the moment someone discovers the brand to long after they receive their order, this role will ensure every touchpoint reflects the care, quality, and community that defines the brand.

This role will focus on improving customer support operations, implementing systems and processes that allow for scaling, and building a thoughtful retention strategy that keeps customers coming back. The successful candidate will work cross-functionally with marketing, operations, and leadership to turn customer insights into meaningful improvements across the business. Their work will play a key role in strengthening customer loyalty as the brand continues to grow across North America. This role is ideal for someone who believes that customer experience is more than support — it’s a core growth driver for the brand.

Key Responsibilities

• Lead the strategy and execution of the brand’s customer experience function across all customer touch points.
• Evaluate and improve current customer service operations to ensure fast, thoughtful, and consistent support.
• Develop scalable systems, processes, and workflows that allow the customer support team to grow alongside the business.
• Implement tools, reporting, and performance metrics to improve response times, resolution quality, and customer satisfaction.
• Build and implement a customer retention strategy designed to increase repeat purchases and strengthen long-term customer relationships.
• Analyze customer feedback, support tickets, and data to identify recurring issues and opportunities for improvement across the business.
• Partner with the marketing and product teams to ensure customer insights inform product development, messaging, and campaign strategy.
• Identify opportunities to elevate the post-purchase experience, including communication flows, order tracking, and loyalty initiatives.
• Build and lead a high-performing customer experience team that embodies the brand’s values and voice.
• Continuously evaluate new technologies, tools, and automation that can enhance the customer experience while maintaining a human touch.

Required Qualifications

• 7+ years of experience in customer experience, retention and customer support, or operations leadership.
• Experience building or scaling customer support functions within a fast-growing e-commerce or consumer brand.
• Strong expertise in customer retention, with a track record of building or improving strategies that convert existing customers into repeat buyers and increase lifetime value.
• Passion for creating thoughtful, customer-centric experiences that build brand loyalty.
• Strong operational thinking and enjoyment in building processes, systems, and workflows that improve efficiency.
• Highly analytical and comfortable using customer data and feedback to inform decisions.
• Experience leading and developing customer support teams.
• Excellent communication skills and understanding of how to represent a brand through customer interactions.
• Thrives in a fast-paced, entrepreneurial environment where priorities can evolve quickly.
• Proactive, solutions-oriented, and excited about improving systems from the ground up.

Preferred Qualifications

• Experience with customer support platforms (such as Gorgias, Zendesk, or similar tools) is an asset.

Additional Information

The organization is committed to developing an inclusive, barrier-free recruitment process and work environment.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.