Director, Customer Experience Jobs

Summary

• Commitment: Full Time
• Location: Austin, Texas
• Experience: 10+ Years
• Compensation: Competitive

We are seeking a Director of Customer Experience to join our growing marketing team. In this role, you will be responsible for ensuring a seamless direct-to-consumer experience across all stages of the customer journey and customer touchpoints across. You will collaborate across disciplines (creative, web development, operations) to remove friction from customer interactions, maintain high customer satisfaction, and enhance brand loyalty. You will ensure customer needs are addressed, fulfilled, and optimized across touchpoints for ROKA’s distinct product categories (prescription eyewear, plano sun, and gear).

Responsibilities:

• Map customer journeys across categories and products to develop priorities for customer-facing teams and digital experiences
• Evaluates KPIs and reports weekly upon successes, shortfalls and opportunities
• Sets priorities, goals, OKRs for CX (customer experience) team
• Audit, recommend, and implement tools/techniques/technologies to manage and measure customer experience
• Build and grow CX team - both people and processes
• Create roadmap that addresses the technology, data, and analytics needed to gain a 360 degree view of the customer across interactions (phone, email, website); lead cross-functional teams to deliver
• Build, implement and maintain “features” for the modern e-commerce customer, ensuring a world-class customer experience
• Report on customer feedback and specialist data to disseminate company wide.
• Develop, manage, and execute customer experience strategies to drive customer satisfaction, NPS, and intense affinity for ROKA

Must Haves:

Skills and Attributes:

• Exceptional analytical skills with a data-driven mindset
• Strong organizational and project management abilities.
• Demonstration of a high level of organization with very strong attention to detail, data management, and reporting insights
• Demonstrated history of strategic planning followed by execution; we’re looking for a builder not a maintainer.
• Thrive in a fast-paced, rapidly changing start-up environment and be comfortable managing multiple projects at once
• Exceptional analytical skills with a data-driven mindset.
• Excellent communication and interpersonal skills.
• “Customer First” mindset

Experience:

• Experience at a Direct to Consumer, E-commerce company is a plus.
• 7+ years experience in leading customer experience strategy and implementation
• Proficiency in customer experience management tools and platforms, Gladly a plus
• Demonstrated ability to lead efforts across departments; ability to manage high-performing teams.

Work Location:

ROKA is located in Austin, TX, USA. The Company is on a hybrid work schedule. Candidates must be prepared to work on-site as often as needed per the Department’s business needs. Remote candidates will not be considered for this position.

Benefits Include

• Employee and industry discounts
• 401(k) with match
• Competitive compensation
• Onsite corporate gym
• Paid maternity (16 weeks) and paternity (8 weeks) leave
• Fun and casual but high-performance atmosphere
• Health, dental, vision & FSA, employer paid life insurance
• Gym membership stipend
• Vacation and sick leave