Senior Customer Experience Strategist
3 days ago
Knix, a pioneering intimate apparel and activewear brand, is revolutionizing the industry with innovative products and exceptional customer experiences.
We're seeking a seasoned Senior Customer Experience Strategist to lead our Customer Empowerment and Virtual Fitting teams. This critical role drives sales, fosters brand loyalty, and ensures customer satisfaction while collaborating with leaders across Product, Operations, E-Commerce, and Marketing.
About the Role- 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.
- Use data analytics to recommend improvements and optimize virtual touchpoints (AI, Live Chat, Email, Virtual Fittings).
- Develop and implement strategies to enhance customer experience, ensuring seamless interactions across all touchpoints.
- 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.
- Maintain operational standards in collaboration with Retail and Customer Experience teams.
- Analyze data to provide insights that inform product development and CX initiatives.
- Present weekly and monthly NPS data to guide decision-making.
- 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.
The estimated salary for this role is between $110,000-$140,000 per annum, depending on location and experience.
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