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Customer Experience Lead
hace 28 minutos
We are looking for a Customer Experience Lead , to improve the shopping experience for our customers. This role focuses on representing customer interests in all business decisions by emphasizing the importance of customer feedback and insights ( Voice of the Customers ). The Customer Experience Lead will monitor and analyze critical KPIs, including: Subscription Churn, Net Collection and Return Rate: Loyalty - SHM Club, Club + and Autoship Cancellation Rate ( US and INT ) Refund and Return Rate ( US and INT ) Product Rating and Fit As Expected ( FAE ) Performance: Assesses customer satisfaction with our products. Net Promoter Score (NPS): Gauges overall customer loyalty and satisfaction. Operation Support Productivity: Lead will also handle back-office team that execute all the changes, cancelation, refund, replacement requests, etc. Requirements Experience/ Qualifications Expertise in Data Analysis Experience in handling NPS, Detractors, Refund and Return rate Process Management Leading people would be an advantage Customer-Centric Mindset Attention to Detail Project Management Strategic Thinking: Customer Journey Mapping Leadership and Influencing Decision Making What we offer : Collaborate with world-class talents in a data-driven, dynamic, energetic work environment. Opportunity to grow and develop both professionally and personally. Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion. Openness to new ideas and initiatives. Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more
