Director Of Customer Experience

About the Role

FINESSE is a sought after brand beloved by the new generation consumer & its tastemakers. As Director of CX, you will directly oversee and run the global customer experience operations for FINESSE, architecting and implementing a variety of consumer experiences that delight our consumer and leave them with a lasting impression, building community and loyalty. Your work will span loyalty programs, operations, as well as support models including phone, email, chat and social. In this role, you will define and supervise the strategy, planning, and execution of FINESSE's end-to-end customer experience.

Key responsibilities:

• Establish and evangelize standards and best practices to ensure the best customer experiences possible
• Lead ongoing staffing strategy to consistently meet hiring goals and ensure all customer needs and SLAs are met
• Serve as the ultimate escalation point for highly complex customer issues
• Develop and implement robust training and ongoing development for new and existing CS staff members
• Be the voice of the customer at FINESSE - tracking customer sentiment, understanding pain points, and developing plan to improve experience
• Define optimal customer communications strategy including point in time and channel of communication
• Define the ideal customer journey and work cross-functionally to ensure we execute to intention
• Manage, innovate and build out the customer support function at FINESSE with a focus on process creation / optimization, personnel development, and scalability
• Establish performance benchmarks and dashboards, and facilitate a culture of continuous improvement

About You

You are a confident, entrepreneurial self-starter who enjoys managing processes and people. You are highly organized and dependable, with a strong eye for detail and a solid understanding of data. You analyze problems with a detailed numerical eye and make decisions through detailed breakdowns and analyses of the issues at hand. You are able to thrive and excel in a fast-paced environment with changing priorities.

Recommended Background

• A track record of innovation and impactful change
• Senior leadership experience in a consumer customer support environment
• Experience building a top-notch customer support function & team from scratch - with a deep understanding of building implementable processes
• Direct experience with implementing technology transformation initiatives
• A track record of exceptional strategy and team leadership
• Experience navigating voice, email, social media and chat customer care channels
• Ability to thrive and excel in a fast-paced environment with changing priorities
• A passion for data-driven decision-making, using data to dissect and determine root causes of problems and implement solutions

What You’ll Love at FINESSE

• Paid maternity and paternity leave
• Being at the forefront of and working towards creating a culture-defining new product
• Free Weekly lunches
• Comprehensive benefits: Medical, dental and vision insurance; 401k
• A diverse team and culture that values inclusivity and individuality as highest priority
• A close-knit, extremely passionate & talented team excited about changing the face of fashion
• Unlimited PTO and flexible working hours
• Company sponsored happy hours and outings

Our Culture

FINESSE has a dreamer & doer culture. We envision the next age of fashion & consumers and then work to implement it, always thinking creatively, innovatively and collaboratively to create real change. We are energetic, highly creative and hungry for change that is both revolutionizing and ethical.