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CALPAK · 17 hours ago

Customer Experience Manager - Contract

Gardena, CA

Contract

Onsite

Mid, Senior Level

$80K/yr - $100K/yr

5+ years exp

CALPAK is a fast-growing, digitally native brand that designs thoughtfully crafted travel goods. They are seeking an experienced Customer Experience Manager to lead customer service initiatives, improve customer retention, and enhance the overall customer experience during an interim period.

Consumer GoodsE-CommerceRetailTravel

Hiring Manager

Amanda Ortiz

Responsibilities

Define and evolve the customer experience roadmap, ensuring all CX channels align with brand voice and business objectives

Lead strategic initiatives that drive customer retention, operational efficiency, and overall business growth

Partner with cross-functional teams (retention marketing, production, operations, retail and digital) to analyze customer feedback, identify opportunities, and influence CX-driven decisions

Advance CALPAK’s DTC experience through personalized and proactive customer journeys, improved post-purchase engagement, segmentation strategies, and tailored communication

Enhance the end-to-end digital customer experience through optimized post-purchase flows, self-service tools, customer education, and more

Oversee the Assistant CX Manager, providing leadership, coaching, and development support

Ensure smooth operations of the offshore CX team, including scheduling, onboarding, performance processes, and alignment with CX KPIs

Own CX workflows and operations across platforms and communication channels to ensure consistency and efficiency

Collaborate with Assistant Manager to analyze findings from current reporting structures and insights to guide CX decision-making

Monitor key performance metrics and identify improvements to maximize efficiency and customer satisfaction

Build frameworks for capturing holistic customer insights (satisfaction, effort, sentiment) and translate findings into meaningful experience enhancements

Strengthen the feedback ecosystem and partner cross-functionally to incorporate customer learnings into product, digital, and operational roadmaps

Oversee onboarding and optimization of CX-related platforms, tools, automation, and proactive communication capabilities

Maintain alignment and communication between CX and key stakeholders to ensure goals, feedback, and initiatives are effectively shared

Enhance customer knowledge resources and self-service experiences to reduce friction and empower customers throughout their journey

Stay up to date on industry trends, tools, and best practices to support emerging CX and company-wide needs

Qualification

Customer service leadershipGorgiasZendeskShopifyEcommerceAnalytical skillsTeam buildingWritten communicationVerbal communicationProblem solvingCollaboration