Customer Experience Manager Jobs

We are looking for an experienced customer service and experience manager to join our Nordic Knots team in New York. You are experienced in leading teams and managing best-in-class customer service and experience functions within e-commerce businesses, with hands-on experience from fast-growing DTC brands with digital focus.

The Role

As Customer Experience Manager you will be responsible for leading and developing our customer experience function and service team to secure a best-in-class experience across the full customer journey. This is a hands-on strategic and operational position where you will be responsible for all areas related to customer service, satisfaction and the overall experience customers have throughout their purchasing journey with Nordic Knots globally - from on-site to post purchase experience. The role reports to the COO.

Your main responsibilities will be to

• Lead and continue to build a strong customer centric driven culture
• Craft and execute on our customer experience strategy and continuously identify, develop and execute on initiatives to improve customer experience and satisfaction
• Outline and own the process to continuously gather and analyze customer feedback as well as being the driving force behind cross-functional initiatives needed to eliminate customer friction, covering all areas from product and quality to service experience
• Lead and develop the customer service and experience team in US and Sweden
• Define, manage and continuously improve KPIs related to customer experience

Your Profile & Qualifications

• Minimum 2 years’ experience in strategically managing customer experience functions
• Excellent management skills and experience in managing growing teams
• Excellent oral and written communication skills with a strong ability to think from customers’ perspective and align actions with overall brand objectives
• Outside-the-box thinker with a strong ability to identify and creatively solve problems
• Strong willingness to continuously improve and challenge existing ways of working
• Experience from the interior design industry or DTC brands offering comparable goods is a big plus

Nordic Knots

Nordic Knots was founded in 2016 by Liza B Laserow, Fabian Berglund and Felix Berglund. We are a fast-growing direct-to-consumer Scandinavian interior design brand with the USA as the major market. Nordic Knots was born from a culture of thoughtful design that lasts beyond seasons and trends. Fusing function and aesthetics with a Scandinavian sensibility, we craft timeless textiles for the modern home. We believe that great textiles are foundational and can transform a house into a harmonious home – framing the most beautifully curated lives. The head office as well as the flagship store is located at Birger Jarlsgatan in central Stockholm. We have a constantly growing team in both Stockholm and New York.

What we offer
We are a fun and driven team with high ambitions. We have an entrepreneurial and open-minded culture where all new ideas and suggestions for improvements are valued and encouraged. At Nordic Knots everyone should feel that they are a part of and contributing towards our success as we continue to scale up.

Compensation & Benefits

Pay: 80-110 KUSD (exempt)

Exact compensation may vary based on skills, experience, and location

Company sponsored medical plan (100% medical coverage)

Accrued PTO

Is this you? Apply through the link, we interview on a rolling basis.