Director Customer Experience

7 months ago

Toronto, Canada Mejuri Full time

Mejuri is the category-defining fine jewelry brand redefining luxury, your way. Feeling disconnected from an industry that typically markets to men, co-founder and CEO Noura Sakkijha leveraged her learnings as a third-generation jeweler to rethink the way women purchase jewelry—for themselves. In only seven years, and with a team of over 75% women, Mejuri has shipped over one million orders and opened retail stores across the globe, all while introducing new products weekly.

As part of Noura's original vision to empower women to invest in themselves, the brand launched the Empowerment Fund to support underrepresented women and non-binary individuals with the tools to empower themselves. Mejuri continues to reach new customers through exciting community initiatives and expansion into international markets, such as the UK, Australia and Germany.

We are a team of retailers, creatives, technologists and strategists, and we are looking for someone special to join our team.

As the Director of Customer Experience, you will lead and develop strategies to enhance the overall customer experience across various touchpoints within our company. This role involves collaborating with our customer service agency, retail, and tech teams, and managing the impact of changes in operational workflows on customer satisfaction. You will play a crucial role in aligning the organization's goals with customer needs and expectations.

**Responsibilities**:

- **Holistic CX Strategy Development**:

- Develop and implement a comprehensive customer success strategy that aligns with the overall company vision and objectives.
- Collaborate closely with sales, marketing, product, and operations teams to ensure a seamless customer experience.
- Build, train, and lead a high-performing customer success team.
- Provide detailed reporting on the efficiency of customer success efforts.

**End-to-End Customer Experience Framework**:

- Define and implement an end-to-end Customer Experience framework to evaluate and measure customer perception consistently.
- Drive executive support and engagement in CX metrics and results, influencing leaders across the organization and holding them accountable.

**Utilization of Customer Data and Feedback**:

- Utilize customer data and feedback to identify trends and actionable insights to continuously enhance the customer experience.
- Collaborate with internal stakeholders to define and implement CX improvement initiatives across all customer-facing touchpoints.

**Industry Trends and Best Practices**:

- Stay up-to-date with industry trends, best practices, and emerging technologies related to customer experience and healthcare software solutions.
- Engage, design, and facilitate the CX Center of Excellence to deliver on the CX strategy and incorporate industry best practices.

**Budget Management**:

- Build the annual budget for the department, monitor and maintain costs.
- Review and manage contracts for 3rd party agencies and supporting tech solutions

**Qualifications**
- Relevant industry experience managing customer experience in retail/Ecommerce, supply chain, or logistics
- Proven ability to translate customer data into actionable insights.
- Demonstrated experience and growth in a customer experience function.
- Innovative mindset, keen on process improvement, and comfortable building a teaM/Function.
- Strong ability to build and maintain internal and external relationships.
- Experience in coaching and maximizing knowledge retention; acknowledge progress, emphasize accountability, and share suggestions for improvement.
- Ability to adapt and prioritize tasks, establish goals, and successfully complete initiatives. Highly organized, detailed, and methodical.
- Effective at utilizing influence, communicating openly, and using excellent logic and reasoning to support decision-making.
- Inherently motivated and results-driven. You take the necessary steps to ensure goals are achieved and performance targets are met.
- Enjoys problem solving and demonstrates the ability to consider all aspects of the business holistically to deliver lasting solutions.
- Able to identify potential barriers impacting the customer experience and consider cross-functional team members as clients.

**Benefits at Mejuri**:

- A minimum of three weeks vacation, plus personal days and three religious observance days.
- A hybrid work model for all corporate roles.
- 'Mejuri Passport' which allows employees who meet specific criteria to work in other locations for one month per year.
- Comprehensive medical and dental benefits, including mental health coverage, and generous personal and sick days for our full-time employees. We also offer bereavement leave, including miscarriage and stillbirth support.
- Parental leave salary top-up of up to 80%, as well as a personalized return-to-work transition and accommodation plan for full-time employees.
- Semi-annual performance reviews.
- Internal coaching department and learning

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