Customer Experience Lead (he/she/they)

Customer Experience Lead (He/She/They)

We are looking for a Customer Experience Lead to improve the shopping experience for our customers. This role focuses on representing customer interests in all business decisions by emphasizing the importance of customer feedback and insights (Voice of the Customers).

The Customer Experience Lead will monitor and analyze critical KPIs, including:

• Subscription Churn, Net Collection and Return Rate: Loyalty - SHM Club, Club + and Autoship
• Cancellation Rate (US and INT)
• Refund and Return Rate (US and INT)
• Product Rating and Fit As Expected (FAE) Performance: Assesses customer satisfaction with our products
• Net Promoter Score (NPS): Gauges overall customer loyalty and satisfaction
• Operation Support Productivity: Lead will also handle back‑office team that executes all changes, cancellations, refunds, replacement requests, etc.

Requirements