Company Description
At Cymbiotika, we are passionate about promoting wellness through high-quality, science-backed supplements. Our mission is to empower individuals to lead healthier lives by providing innovative, premium products designed to enhance well-being. We are dedicated to creating a positive, lasting impact on our customers, and we are looking for a visionary leader to join our team.
Role Description
This is a full-time on-site role for a Director of Customer Experience at Cymbiotika in San Diego, CA. The Director of Customer Experience will be responsible for overseeing all aspects of customer service, ensuring customer satisfaction, leading a team, and analyzing customer data to enhance the overall customer experience. As a key member of the leadership team, you will drive the strategy and execution of exceptional customer experiences, ensuring that every interaction with our brand leaves a lasting positive impression. You will collaborate across departments to continuously improve service quality, streamline processes, and champion customer satisfaction.
Key Responsibilities:
- Lead Customer Service Strategy: Develop and execute a comprehensive customer service strategy that aligns with company goals, focuses on customer satisfaction, and enhances the overall brand experience.
- Team Leadership & Development: Manage and mentor a high-performing customer service team. Provide guidance, training, and professional development to ensure staff are empowered to deliver outstanding service.
- Process Improvement: Analyze and refine customer service processes to improve efficiency, reduce resolution time, and maintain consistency across all customer touchpoints.
- Customer Advocacy: Act as a voice for the customer within the company, ensuring feedback and insights are used to drive product, process, and policy improvements.
- Cross-Department Collaboration: Work closely with Marketing, Tech, Warehouse, and Operations teams to address customer concerns, implement improvements, and create a seamless customer experience.
- Performance Metrics & Reporting: Develop and monitor key performance indicators (KPIs) for the customer service team. Provide regular reports to senior leadership on team performance, customer satisfaction, and trends.
- Crisis Management: Oversee complex customer issues, ensuring quick and effective resolution while maintaining brand integrity and customer loyalty.
Qualifications:
- 5+ years of experience in customer service leadership, preferably within the health, wellness, or consumer goods industry.
- Proven track record of developing and leading high-performing teams.
- Strong understanding of customer service tools, CRM systems, and reporting software.
- Excellent communication and interpersonal skills, with the ability to engage and inspire a team.
- Data-driven, with the ability to use metrics and insights to inform decision-making.
- Customer-focused mindset with a passion for delivering exceptional service.
- Strong problem-solving skills and the ability to navigate challenging situations with professionalism.
- Experience in building customer-centric strategies that drive loyalty and satisfaction.