Job Description
Customer Experience Lead
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).
Responsibilities include monitoring and analyzing critical KPIs such as:
- 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, cancellations, refunds, replacement requests, etc.
Requirements:
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