Senior Director, CX

Senior Director, CX

The Senior Director of Customer Experience (CX) will lead the full customer journey across Scentbird and Drift, from first interaction through long-term retention. Reporting directly to the CMO, this department leader will define and execute the CX vision, driving measurable excellence across customer satisfaction, responsiveness, efficiency, impact on sales and brand affinity.

This role is both strategic and operational—responsible for building scalable, tech-driven processes that enhance customer satisfaction while optimizing key CX performance metrics. The ideal candidate combines a deep understanding of CX processes, consumer behavior, and AI-powered automation with a relentless focus on customer-centric business results.

What You’ll Be Responsible For:

CX Strategy & Leadership

• Develop and execute a unified CX strategy and roadmap for Scentbird and Drift that aligns with business growth, marketing, and retention goals.
• Lead and inspire a high-performing CX organization spanning Tier 1, Social Media and Tier 2 verticals.
• Champion a culture of innovation and data-driven decision-making.
• Partner cross-functionally with Marketing, Product, Tech, and Operations to elevate and operationalize every touchpoint across the customer journey.

Operational Excellence & Performance Metrics

• Own, track and continuously improve performance across core CX metrics:
• • CSAT (Customer Satisfaction) – Achieve consistently high satisfaction scores through quality service and proactive experience design.
  • CX NPS (Net Promoter Score) – Drive advocacy by removing friction points and building emotional connection.
  • First Response Time – Minimize wait times and ensure timely engagement across all support channels.
  • Full Resolution Time – Improve speed-to-resolution through smarter routing, AI tools, and agent enablement.
  • % Self-Service – Expand and optimize self-service solutions to empower customers and reduce dependency on live support.
  • Cost per Contact – Increase efficiency through automation, workflow design, and smart resource allocation.
• Implement training, playbooks, and technology to support the delivery of CX KPIs.

Technology, AI, and Automation

• Lead the adoption and integration of AI, chatbots, automation tools, and self-service systems to scale CX without compromising quality.
• Partner with engineering and product teams to enhance CX technology stack
• Use data analytics and predictive insights to identify opportunities for personalization, proactive support, and churn prevention.
• Continuously evaluate new technologies that improve operational efficiency and customer outcomes.

Retention, Loyalty & Lifecycle

• Own post-purchase engagement strategies to reduce churn, increase repeat purchase rate, and grow LTV.
• Collaborate with CRM and lifecycle marketing teams to optimize messaging and touchpoints across the customer journey.

Voice of Customer & Insights

• Build a Voice of Customer (VoC) program that integrates data from CX support channels, surveys, reviews, and social media.
• Synthesize insights into clear, actionable recommendations for product, marketing, and operations teams.
• Regularly report customer sentiment and KPI trends to the executive team, highlighting key wins and opportunities.

What We’ll Love About You:

• A customer-obsessed, performance-driven mindset—balancing empathy with efficiency.
• Experience using AI and automation to scale support operations and drive ROI.
• The ability to lead with data, connecting brand purpose to measurable results.
• A collaborative, entrepreneurial approach suited to fast-moving, high-growth environments.

What You’ll Need to Have:

• 10+ years of experience in customer experience, ideally within DTC, subscription, consumer technology or lifestyle brands.<