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Director of Customer Experience

Thinx, New York, New York

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THINX Inc. is looking for a Director of Customer Experience to lead and inspire a growing Customer Experience team across all 3 of our brands: Thinx, Icon and Thinx (BTWN).

The Customer Experience Team focuses on delivering exceptional service to our customers and serves as their advocate in an effort to drive changes to the overall Thinx experience: from new products to marketing initiatives to our website.

RESPONSIBILITIES

  • Lead a team of high-performing CX associates based in HQ and remotely as the company scales domestically and internationally across multiple sales channels.
  • Develop and execute a holistic customer experience strategy to wow customers and build loyalty.
  • Implement policies and procedures that produce a high quality customer experience that surpasses industry Best Practices.
  • Identify and implement key tools to track customer satisfaction. Ensure systems are in place and are utilized to capture and report on service metrics, including number of tickets answered, response times, trends in product or service issues, delivery issues, and returns and exchanges.
  • Develop service level standards and SOPs to guide Customer Experience Associate training.
  • Collaborate with cross-functional teams to share data-driven customer feedback and insights to help inform product, service, web, and marketing improvements.
  • Align customer experience activities and initiatives to support and enhance the objectives of the organization.
  • Utilize customer insights to make recommendations to further drive brand loyalty and improve the customer experience.
  • Create project and implementation plans for any new or replacement CX tech tools; strategize and research ability to add new technologies and support channels to our customer experience mix.
  • Represent CX function in cross-functional leadership meetings and ensure customer concerns are taken into consideration when business decisions are being deliberated.
  • Drive improvements to workflows and processes to streamline internal communications between CX and cross-functional teams and meet KPIs without sacrificing customer experience
  • Work closely with leadership to develop an organizational structure and hiring plan for the customer experience team that will enable the company to scale efficiently both in the US and internationally.

PERSONAL CHARACTERISTICS

  • Entrepreneurial mindset and goal oriented (self-directed, proactive, and able to define and execute projects independently).
  • Driven by data and insights.
  • Passion to work in a fast paced start-up environment under tight timelines.
  • Upbeat, personable, positive, and can-do attitude.
  • Superior People Skills - ability to wow customers and lead a team, creating a collaborative environment that nurtures growth, action and outcomes.
  • Excellent problem solving skills.
  • Highly organized and detail oriented.
  • Strong project management skills.
  • Strong people manager.

QUALIFICATIONS & EXPERIENCE

  • Accomplished CX Director with 6+ years of experience in delivering best-in-class customer service.
  • Experience leading a high-performance team.
  • Well versed on customer experience tools and reporting.
  • Strong command of data and analytics.
  • Ability to build relationships and drive cross-organization alignment.
about THINX
THINX’s mission is to create the most innovative period solutions that empower our people and sustain
our planet, while breaking taboos about menstruation and reproductive health everywhere. Our innovation
in period-proof underwear has been recognized by top industry publications, such as Fast Company’s
Most Innovative Companies of 2017, Entrepreneur Magazine’s 100 Most Brilliant Companies of 2016, and
TIME Magazine’s Top 25 Inventions of 2015.

about Icon
Icon is on a mission to eliminate anxiety and raise awareness of pelvic floor health for the 1-in-3 women
who pee a little when they run, jump, dance, cough, or sneeze. Our patented pee-proof underwear let
ladies kick panty-liners (and the lame stigma of bladder leaks) to the curb. Created by the same team that
brought you THINX, Icon's innovative underwear are absorbent, washable, and a *wee* bit sexy. Equally
committed to helping sisters around the world, through a partnership with the Fistula Foundation, every
pair of Icon sold helps fund life-changing surgeries for women in developing countries.

About Thinx

THINX is committed to breaking the taboo surrounding menstruation. We see a world where no woman is held back by her body. We will work proudly and tirelessly until every single girl has an equal opportunity for the brighter future she deserves. By reimagining feminine hygiene products to provide support, comfort, confidence, and peace of mind, we aim to eliminate shame, empowering women and girls around the world. Each pair of THINX funds the production of one pack of washable, reusable cloth pads for a girl in a developing country. ICON is on a mission to eliminate anxiety and raise awareness of pelvic floor health for the 1-in-3 women who pee a little when they run, jump, dance, cough, or sneeze. Our patented pee-proof underwear let ladies kick panty liners (and the lame stigma of bladder leaks) to the curb. Created by the same team that brought you THINX, Icon's innovative underwear are absorbent, washable, and a *wee* bit sexy. Equally committed to helping sisters around the world, through a partnership with the Fistula Foundation, every pair of Icon sold helps fund life-changing surgeries for women in developing countries.

Thinx

Want to learn more about Thinx? Visit Thinx's website.