Boxy Charm was founded in 2013 and continues to be a leader in the beauty subscription box industry experiencing immense growth of more than 100% year over year. We work with some of the hottest brands including Butter London, Dr. Brandt, Elemis, GlamGlow, Smashbox, Tarte, Too Faced and many more.
Today, Boxy Charm has a community of more than 2.4 million followers across its social media platforms, 10 million monthly visitors online and is the #1 searched beauty box brand on YouTube. In 2018, Inc magazine named it as one of the fastest growing companies in the nation. Boxy Charm is headquartered in South Florida and has an office in Toronto, Canada.
About you
The Head of Customer Experience will be responsible for delivering best-in-class customer journey for our Charmers. The leader will develop, communicate, and lead a strategy that will be executed across three offices (Manila, Santo Domingo & Miami). This individual will sit on the executive leadership team and play an active role in company decision making.
A successful leader is highly technical, analytical and organized with the ability to be agile in an ever-changing environment. He/she will have the attention to detail and sense of urgency necessary to identify and correct customers issue and handle crisis situations. Equally as important, this leader can attract and recruit top talent, motivate and coach the team, delegate effectively, and manage performance.
- The position is based in S. Florida. Relocation assistance will be offered to eligible candidates!
What you will be doing
Develop innovative and proactive approach to establish best-in-class customer satisfaction and continuously seek to improve customer engagement.
- Define KPI’s to monitor success and progress, collect and apply learning, and provide a go forward process.
- Create service measurements of success for internal and external teams.
- Leverage data and technology to improve KPIs through performance management and automation.
- Partner with Logistics, Brands, Communications and Social Media teams to obtain the most current and accurate information for our Charmers.
- Explore and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement (i.e. chat and educational videos)
- Negotiate contracts with vendors, manage budget and cost management.
What you will bring to the table
- Minimum 12+ years of customer service experience including some tenure at a growth and social media usage company
- Demonstrated experience leading and managing multi-location call center teams
- Experience partnering with cross-functional teams to enable the success of both teams regarding customer experience
- Experience leveraging data insights to improve customer experience
- Experience successfully setting KPIs, SLAs and metrics for customer engagement
- Strong written, verbal and presentation skills
- Relentless negotiator and conscience of costs; budgeting experience
- Experience with customer service software, emerging eComm tools and new technology implementation
- Bachelor’s degree in business and/or related field
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