Director, Customer Experience

Description

Our family of brands comprises Dansk, the heritage home brand from Denmark, Schoolhouse, the lighting and lifestyle goods company based in Portland, Oregon, and Food52, the curated cooking and home destination, based in Brooklyn New York.

Food52 is a next-generation cooking and home company, named one of the World's Most Innovative Companies by Fast Company, with a monthly reach of more than 30 million people. The digital hub challenges the models of traditional media and retailers, combining content, commerce, and community around the belief that the kitchen is the heart of the home and that food is the center of a well-lived life. In addition to a curated Shop that features hundreds of makers, the Food52 family of brands includes the lighting and lifestyle goods company Schoolhouse and the heritage home brand Dansk. 

Schoolhouse is dedicated to the preservation of American manufacturing, thoughtful living, and purposeful design. From iconic lighting to one-of-a-kind homewares, our mission is to provide a new generation of heirlooms that inspire people to create unique, meaningful spaces in which to live and work. 

Dansk is an inspired home brand created in 1954 by Ted and Martha Nierenberg to bring the elegant simplicity and natural materials of Scandinavian design to the American market at reasonable prices. The mission of the Dansk brand is to preserve Dansk’s heritage, revive many of the exceptional designs from its archives, and collaborate with leading designers around the world to create new products that will someday be passed through generations.

ABOUT THE ROLE

The Director of Customer Experience is responsible for driving transformational strategies to improve our customer experience and fuel the company’s growth. Reporting to the COO, you will be responsible for optimizing our day-to-day customer experience operations, spearheading transformative initiatives, and developing strategies to enhance efficiency, profitability, and - most importantly - customer loyalty. 

You will oversee a 24/7/365 operation that provides efficient, consistent, and high-quality responses to customer issues and complaints across our entire brand portfolio. The primary goals are to provide an exceptional experience throughout the entire customer lifecycle and to harness the learnings of each customer interaction to improve and enhance our company performance. 

This is a deeply cross-functional role, working across all departments and levels of the organization. We aim to build a scalable enterprise model that supports our current brand portfolio and future expansion; this role is critical to the success of this model. 

This is a hybrid position, with the expectation of working 2 - 3 days per week out of our Brooklyn, NY Office.

KEY RESPONSIBILITIES

• Set the strategic roadmap for the customer experience team, taking us from an asynchronous support group to an on-demand concierge service
• Build strong, collaborative relationships with departmental leaders across each brand in our portfolio, including merchandising, inventory management, and marketing
• Analyze business processes to identify opportunities for improvement and/or automation; propose technological solutions that allow us to efficiently scale
• Provide regular updates to executive stakeholders, including running the weekly business review, partnering with leaders across the organization to highlight key findings, trends, and determine next steps
• Serve as a strategic thought partner, comfortable driving requirements across a highly diverse set of stakeholders
• Define, track, measure, and evaluate key performance metrics and SLAs, building a data-driven culture within Customer Experience
• Provide product insights and actionable feedback for cross-functional groups based on customer feedback and pain points; identify opportunities for process improvement, working closely with manufacturing, supply chain, inventory management, and other departments to execute against these opportunities
• Own the end-to-end support delivery, from user-facing policies to internal operating procedures, from customer communications to technology platforms.
• Provide leadership, direction and support to Customer Experience staff through effective communication, goal setting, delegation and structured performance evaluations  
• Explore and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement
• Stay abreast of industry trends, benchmarking, and best-in-class business practices to inform our strategic roadmap

COMPETENCIES

Outcomes Ownership - A relentless execution expert with confid