[Hiring] Director of Customer Experience @Nordic Naturals

Role Description

The Director of Customer Experience is a key operational leadership role responsible for the execution, delivery, and continuous improvement of customer service across our D2C, B2B, and B2C environments. This role leads day-to-day service operations, ensuring effective processes, systems, and team performance to achieve defined service standards and customer experience objectives. The Director of Customer Experience drives operational excellence by identifying and implementing improvements in service delivery, processes, and performance. This role is responsible for leading, coaching, and developing the Customer Service team, who manage customer interactions across multiple channels, including front and back office support, order entry and processing, telephone, email, online platforms, live chat, social media, and written correspondence. The position maintains strong accountability for operational performance, service quality, and team effectiveness.

Essential Functions

• Establish and oversee Customer Service strategy execution by defining service standards, performance metrics, and KPIs across all customer channels (phone, email, social media, live chat, etc.), driving continuous improvement in service delivery and customer experience.
• Maintain complete oversight of the SAP order journey, from initial placement through fulfillment, delivery, and post-sales support, ensuring every stage meets established customer SLAs.
• Advocate for the customer experience across the organization by leveraging deep consumer insights to drive systemic improvements and align departmental goals with the needs of the customer.
• Develop, implement, and maintain standard operating procedures and documentation to ensure consistent, efficient, and scalable Customer Service operations.
• Cultivate a high performance culture by designing leadership frameworks and career trajectories that empower talent at all levels, ensuring the organization’s management depth grows alongside business expansion.
• Manage and optimize Customer Service operations, including workforce planning, resource allocation, and capacity management, to meet service level agreements and business objectives.
• Drive fiscal excellence through the strategic application of technology and process improvements, leveraging AI and automation to handle growth while maintaining high operational efficiency and healthy margins.
• Design and execute a holistic Omnichannel Customer journey across all channels (Natural, FDM, Professional, Marketplaces, Web, International, etc.) to ensure consistent and seamless customer engagement.
• Architect and oversee the Customer Technology stack to improve platform utilization, workflow efficiency, and service delivery.
• Evaluate, implement, and optimize tools, technologies, and automation solutions that enhance customer experience and improve team productivity.
• Improve operational performance metrics, including resolution at first interaction, response times, wait times, quality standards, and customer satisfaction outcomes.
• Ensure compliance with regulatory, legal, and company requirements, proactively identifying and mitigating operational and customer-related risks.
• Collaborate with cross-functional stakeholders (Sales, Finance, Product Development, Marketing, Operations, etc.) to drive service improvements, enhance customer experience, and support organizational initiatives.
• Partner with Sales teams to support customer engagement strategies, optimize profitability, and enable service-driven sales and conversion initiatives, measuring impact through defined OKRs.
• Perform any other duties as assigned.

Qualifications

• Extensive experience of leading and managing operational customer service / customer service teams.
• Advanced proficiency with SAP, with a high-level operational understanding of Order-to-Cash processing, inventory availability, order status tracking, and fulfillment exception management.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Hands-on experience leading and optimizing enterprise customer-facing ticketing and support platforms.
• Prior experience successfully managing, implementing, and training team members on new and existing customer service technologies and software.
• Proven management and/or relationship management experience in a senior, strategic level role.
• Established track record of exceeding targets, developing OKRs and KPIs.
• Able to interpret and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Demonstrated influential relationship skills at all levels, able to use these relationships to deliver service improvements.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.
• Evidence of well-developed leadership skills.
• Bachelor’s degree in business or related field required or equivalent experience.
• At least five years of related customer service leadership experience required.