Director of Customer Experience

About Jones RoadJones Road Beauty was founded by makeup artist Bobbi Brown on the philosophy that the world doesn’t need more beauty products. It needs better beauty products. Clean, strategic, high-grade formulations that work on every skin type and tone—and that are as simple to use as they are to master. Jones Road is a lifetime of beauty knowledge, distilled.

About the RoleWe are seeking a dynamic and detail-oriented Director of Customer Experience to lead our Customer Experience team at Jones Road Beauty. In this role, you will lead and mentor a dedicated team in delivering exceptional and timely customer service across various touchpoints, including online platforms and social media channels. You will be instrumental in developing and implementing a comprehensive customer experience strategy that aligns with our brand's goals and values. This role reports directly to the Chief Marketing and Revenue Officer.

What you will do:Lead and mentor a team responsible for delivering exceptional, efficient, and timely customer service across all touchpoints, including online platforms, and social media channels.Develop and implement a comprehensive customer experience strategy aligned with the Jones Roads goals and values.Proactively anticipate fluctuations in customer experience team demand throughout the year to preemptively optimize staffing levels for peak ticket months.Develop and refine forecasting models based on business revenue and order trends and implement proactive strategies to scale resources and support channels accordingly.Monitor forecast accuracy to optimize resource allocation and maintain service levels.Lead performance management initiatives, implement improvement plans, and foster a culture of continuous feedback and improvement, executing on all feedback promptly.Engage in proactive collaboration with cross-functional teams to analyze and synthesize customer trends, sharing comprehensive data encompassing product quality, customer feedback, and return metrics, employing both qualitative and quantitative insights to drive website and product optimization efforts.Strategically distribute tickets among team members, ensuring adequate resources are allocated to promptly address customer inquiries.Provide strategic oversight of third-party customer service agencies, ensuring alignment with Jones Road's voice while consistently delivering exceptional customer service.Lead crisis management efforts related to customer experience issues, providing timely and effective resolution to maintain customer trust and satisfaction.Establish and monitor key performance indicators (KPIs) to track the effectiveness of customer experience efforts and drive continuous improvement.Develop and maintain customer satisfaction metrics and reporting systems to measure and communicate progress to senior management.Lead the exploration, innovation, and integration of cutting-edge software solutions such as Artificial Intelligence to optimize the team's efficiency and effectiveness in addressing customer tickets.Analyze customer feedback, trends, and data to identify areas for improvement and implement strategies to enhance the overall customer experience.Act as a brand ambassador, ensuring that every interaction with customers reflects the company's values and enhances brand loyalty.Serve as the voice of the customer within Jones Road Beauty. Communicate quantitative and qualitative feedback to marketing, product, and operations teams.

What you will bring:Bachelor's degree in Marketing, Business Administration, Communications or a related field.Minimum of 5-7 years of experience in customer service roleMinimum of 4 years experience in customer experience leadershipExperience managing and coaching a remote team.Proficiency in leveraging the capabilities of the customer experience platform, Gorgias.A baseline understanding of the beauty industry and the Jones Road Beauty brand.Strong organizational skills and the ability to manage multiple projects simultaneously in a fast-paced environment.Excellent communication skills, both written and verbal, with an ability to maintain brand voice and tone across all communications.Experience in crisis management and handling escalated customer issues.Ability to work from our Montclair, NJ office as required.

Jones Road Beauty is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.