Head of CSR- IMMEDIATE HIRING

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D1 Brands is one of the fastest-growing eCommerce companies in all of North America. We buy and build high-quality brands on Amazon. This is a new, massive market opportunity that is there for the taking. We want to share this experience with those who want to work hard and play a pivotal role in rapidly scaling a business.

The majority of E-commerce companies selling on online marketplaces don’t communicate with customers directly unless they receive inquiries about orders or questions about products, szhipping, etc. To help differentiate ourselves from this norm, we’re looking to bring on a Head of Customer Experience. This individual will be in charge of deeply understanding the pain points of our customers to ultimately help improve the thousands of products we sell everyday. Amazon customers rely on product reviews to make purchasing decisions. As Head of Customer Experience, your goal is to maintain positive feedback through product improvement and communications

Primary Responsibilities:
-Develop process to measure product reviews, customer feedback, and return rates compared to competitors
-Manage feedback loop for all products within company portfolio
-Hire, scale, train, and retain our customer experience team as it grows
-Communicate with brand management department to improve product quality and communications on product listings
-Roll out solutions to minimize negative customer feedbackImplement phone inquiry service for all brands in company portfolio

Requirements:
-Excellent communicator who leverages data to drive decisions
-5+ years of experience in CX, customer success work
-3+ years scaling and leading a growing team within a digital / e-commerce environment
-Proven experience demonstrating and implementing technology solutions

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.