Job Description

Overview

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)
  • Operation Support Productivity: Lead will also handle back-office team that execute all the changes, cancelation, refund, replacement requests, etc.
Experience / Qualifications
  • Expertise in Data Analysis
  • Experience in handling NPS, Detractors, Refund and Return rate
    • <...

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