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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 execute all the changes, cancelation, refund, replacement requests, etc.