Director of Customer Experience

Poppy & Peonies is seeking a Director of Customer Experience to lead the strategy and operations behind customer experience. The role will focus on improving customer support operations, building a retention strategy, and turning customer insights into meaningful improvements across the business.Requirements7+ years of experience in customer experience, retention and customer support, or operations leadershipExperience building or scaling customer support functions within a fast-growing e-commerce or consumer brandStrong expertise in customer retentionStrong operational thinking and ability to build processes and systemsHighly analytical and comfortable using customer data and feedback to inform decisionsBenefitsAnnual Salary $120,000 - $140,0003 weeks of paid vacation per year5 additional flex days$1,500 CAD annual health spending account$250 CAD annual period & menstrual budget$1,000 CAD annual allowance towards Poppy & Peonies product$400 CAD home office setup allowanceOriginally posted on Himalayas