Category: Customer Experience

My client is a subscription-based meal delivery service, is looking to expand its Marketing & Development team. Although their kitchen is in Upstate, New York, this opportunity is remote–the east coast time zone is a must.

This Brand is all about real food, made simple. Healthy, chef-prepared, 100% real meals that save you time, reduce food waste, and are farm fresh. The meals are vacuum-packed into food-safe, recyclable pouches to lock in the freshness, flavors, and nutrients of never-processed non-GMO ingredients. We are seeking enthusiastic talent interested in working in a fast-paced and rapidly growing environment.

We are looking for a Leader of our Customer Experience team — moving us from a service center to a sales and retention center.  We want someone who has no desire to go along with the status quo and, instead, pushes themselves and others to challenge, reimagine, optimize, and innovate.  This is the ideal position for someone ready to move to the next level in their career …. build the position into a critical part of the business operation.

What the Role Involves

• • Manage, scale, and empower your team of Customer Experience professionals
  • Own the expansion and retention of our client base throughout the customer lifecycle
  • Oversee continued development of our success strategy and its execution
  • Manage all customer success activities including onboarding, training/education, renewals, and customer advocacy
  • Interface collaboratively with Marketing, Product, and Development leaders
  • Develop Customer Experience playbooks & touchpoints
  • Measure and improve Customer Experience effectiveness by defining and executing on operational metrics
  • Define and monitor successful client adoption and usage of our product

Ideally, You Have

• • 8+ years experience working in the direct-to-consumer space
  • 4+ years in leading, scaling, and mentoring a customer experience team in the direct-to-consumer space, preferably in a high growth subscription environment
  • Proven track record of coaching and mentoring high-performance teams
  • You are obsessed with client value delivery, retention, onboarding, and activation
  • Demonstrated desire for continuous learning and improvement
  • Analytical and process-oriented mindset
  • Experience in working with development teams to automate reporting, analysis, and data capture
  • Comfortable working with CRM tools such as ZenDesk or Zoho
  • Expert in the use of Excel or Google Sheets
  • Success in managing remote teammates

Compensation and benefits

• • This position is an “at-will”, full-time, salaried, exempt position. The salary will depend upon the candidate’s relevant experience
  • Competitive benefits are available – medical, dental, vision, life, disability, and 401k. Unlimited vacation policy. Sick time policy.

Location

• • We work in the East Coast Time Zone. Looking for US east coast-based teammates.

This is an “At Will” full-time salaried, exempt position. Medical, dental, and other benefits at a competitive cost. 401k available after 90 days. Sick time and unlimited vacation plan.

The Brand. is an equal opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.

This document is presented to you in confidence.  All communication, whether written, oral or electronic should be addressed to:

James E. Weber, President
New Century Dynamics Executive Search
9370 Stoney Ridge Ln. 
Johns Creek, GA  30022

Tel. 770-649-7051; Cell 770-354-2817;

e-mail; jimweber@newcenturydynamics.com