Director, Customer Experience

2 weeks ago

Toronto, Canada Knix Full time

Knix is an award-winning intimate apparel and activewear brand that is re-inventing intimates for real life. Through our innovative products and our engaged community, we are empowering people everywhere to be unapologetically free. Launched in 2013, we are one of the fastest-growing intimate apparel brands in North America and are globally recognized as an innovator within the apparel space. We reach over 3 million customers through our online stores, Knix retail locations across North America and channels such as wholesale and Amazon. We are revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix and Kt by Knix. Come join us if you are looking for a purpose-driven and authentic career

We’re hiring a **Director of Customer Experience** to lead our Customer Empowerment and Virtual Fitting teams. This role is critical to driving sales, fostering brand loyalty, and ensuring customer satisfaction while collaborating with leaders across Product, Operations, E-Commerce, and Marketing. You’ll be a customer advocate, continuously refining processes, workflows, technologies, and policies to achieve business goals and exceed expectations.

**About You**:

- A critical thinker and creative problem solver who sees opportunities where others see obstacles.
- A customer-first strategist with a focus on long-term wins over short-term gains.
- Data-driven and intuitive, with a balanced approach to consumer insights and analytics.
- A proven leader who inspires teams to perform their best and deliver results.
- Ambitious and results-oriented, skilled at balancing perfection with fast execution.
- Obsessed with customer satisfaction.
- Proactive, positive, and aligned with Knix’s mission and values.

**Responsibilities**:

- Lead and inspire the Customer Support and Virtual Fitting teams to deliver best-in-class customer experiences, maintaining high CSAT scores.
- Own and improve customer experience programs, turning feedback into actionable business insights.
- Develop and execute strategies for an omnichannel customer journey, from unboxing to refunds and all touchpoints in between.
- Implement pilots, process improvements, and policy changes to enhance the customer experience.
- Collaborate with the Executive Team to refine the brand voice and advocate for a customer-first approach.
- Drive CX operations, identifying opportunities for automation and self-service to improve efficiency.
- Align with Retail and Customer Experience teams to maintain operational standards.
- Provide data-driven feedback to influence product development and CX initiatives.
- Present weekly and monthly NPS data, incorporating social, retail, and return-rate insights to guide decisions.
- Foster a collaborative, innovative, and results-oriented culture across teams.

**Qualifications**:

- 7+ years of experience leading customer experience functions, preferably in DTC or retail, with 5+ years managing medium-sized teams (~25, remote across Canada).
- Proven success in managing remote CX teams at the Director level.
- Expertise in data analysis and translating insights into strategic recommendations.
- Familiarity with CX tools such as AI, Live Chat, Shopify, Kustomer, Medallia, and similar platforms.
- Strong leadership and communication skills, with a passion for delivering exceptional customer experiences.
- Experience leveraging analytics to solve problems and improve processes.
- High emotional intelligence and the ability to inspire and develop teams.
- Bachelor’s degree in business or related field, or equivalent experience.

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