Head of Customer Experience

We are looking for a customer-obsessed, operationally sharp Head of Customer Experience to lead and elevate the CX function at Arrae. This role is equal parts people leader, systems thinker, and brand steward, responsible for delivering a best-in-class post-purchase experience that builds loyalty, reduces churn, and directly supports our retention and growth goals.

You've built and scaled CX teams inside a DTC or subscription-based brand, you understand the full customer lifecycle, and you know how CX connects to retention, product, and ecommerce. You're comfortable in a fast-paced, lean environment, highly proficient with modern CX tooling, and you lead with both empathy and accountability. The right candidate sees every customer interaction as data, every friction point as an opportunity, and every team member as a reflection of the brand.

Team Leadership & Development

• Lead and develop the CX team, including direct reports and agency partners, fostering a high-performance and brand-aligned culture
• Set clear performance expectations, run structured 1:1s, and build development paths for team members
• Own headcount planning and escalation protocols across all support channels

Customer Experience Strategy

• Define and continuously improve the end-to-end customer experience from first purchase through repeat and subscription
• Build and maintain a proactive CX strategy, not just reactive ticket resolution, that anticipates customer needs and reduces friction upstream
• Partner with ecommerce, retention, and product teams to surface CX insights that inform site, email, and product decisions

Operations & Tooling

• Own Gorgias configuration, tagging taxonomy, macro library, and reporting infrastructure
• Leverage AI tooling to improve response quality, deflection rates, and team efficiency without sacrificing brand voice
• Support evaluation and management post-purchase platforms including package protection (Route, Corso, etc.) and returns/exchanges solutions (Loop, Happy Returns, etc.), understanding how these tools affect the customer experience and business operations end-to-end
• Monitor and own key CX metrics: CSAT, first response time, resolution time, ticket volume trends, and repeat contact rate

Subscription & Retention Partnership

• Act as the CX lead on all subscription-related touchpoints including cancellations, pauses, failed payments, and reactivations, in close partnership with the retention team
• Identify churn signals surfaced through CX and escalate patterns with recommended solutions
• Support subscriber save flows and participate in retention strategy conversations

Cross-Functional Collaboration

• Serve as the voice of the customer in cross-functional meetings, bringing data and qualitative insight to ecommerce, growth, and product discussions
• Partner with operations on order issues, shipping, and fulfillment escalations
• Collaborate with email and retention on post-purchase flows, transactional communications, and CX-informed segmentation

• 3-5 years of CX experience, with experience in a leadership role managing a team
• Experience at a DTC brand, ideally in wellness, supplements, beauty, or a subscription-first business
• Deep proficiency with Gorgias and a strong understanding of helpdesk architecture, automation, and reporting
• Hands-on experience with subscription platforms (Recharge, Stay, or similar) and an understanding of subscriber lifecycle touchpoints
• Experience managing or evaluating post-purchase platforms including package protection and returns/exchanges solutions, with an understanding of how these tools affect the customer experience end-to-end
• Strong analytical mindset, comfortable pulling CX data, identifying trends, and presenting findings to leadership
• Proven track record of building scalable processes and playbooks without losing the human touch
• Excellent written communication skills with the ability to maintain brand voice across all customer-facing content

• Experience implementing or managing AI tools within a CX workflow (response suggestions, deflection bots, tagging automation, etc.)
• Familiarity with Shopify, Recharge, and the broader DTC tech stack
• Hands-on experience with post-purchase platforms including package protection, returns management, and order tracking, with a point of view on how to evaluate, implement, or sunset these tools based on customer impact and business ROI
• Background in subscription retention or experience owning cancel/save flows directly
• Experience managing an outsourced CX agency or BPO alongside an internal team
• Knowledge of CSAT/NPS benchmarking and voice-of-customer programs

• A connector, not a soloist. You naturally bring CX insights to other parts of the business and look for ways to collaborate rather than protect territory
• Solutions-oriented. When something breaks, you're already thinking about how to fix it and prevent it from happening again
• A brand believer. You genuinely care about the customer and hold your team to a high standard of care and communication
• Data-driven but human. You use metrics to guide decisions but never lose sight of the fact that there's a real person behind every ticket
• Calm under pressure. You can manage a spike in volume, a PR moment, or a product issue without losing your composure or your team
• You’re a strong, empathetic leader who knows how to motivate and develop a team while creating a positive, supportive environment.
• Bonus: You have a personal interest in health & wellness, and are excited to be part of a mission-driven brand.

Please send resumes to careers@arrae.com with subject "Head of Customer Experience"

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