Back to Remote jobs >
Customer Service
Fractional Director of Customer Experience
@Lovepop
[Hiring] Fractional Director of Customer Experience @Lovepop
Apr 01, 2025 - Lovepop is hiring a remote Fractional Director of Customer Experience. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Fractional Director/VP of Customer Experience drives customer-centric innovation at Lovepop by designing and executing a strategic roadmap that transforms customer service into a brand-defining experience. This role aligns cross-functional teams around a shared CX vision, embeds scalable processes, leverages automation, and empowers team leaders to deliver magical moments efficiently, sustainably, and at scale.
-
Communication, Engagement & Customer Intelligence:
- Standardize brand voice and messaging across all customer-facing service channels.
- Establish structured Voice of Customer (VoC) programs to inform business strategy and influence product, ops, and creative.
- Build and manage systems that proactively communicate with customers and convert insights into continuous improvement.
-
Strategic CX Leadership:
- Define and align the long-term customer experience vision with overall company goals.
- Build and execute a CX roadmap that connects Happiness operations with brand, fulfillment, product, and tech.
- Develop structured engagement programs that turn issues into advocacy opportunities.
-
Operational & Financial Impact:
- Drive customer retention, lifetime value (LTV), and revenue opportunities through improved service experiences.
- Implement scalable tools and workflows (e.g., chat, CRM, self-service) that enhance service delivery and reduce operational costs.
- Reduce ticket volume and cost per contact by addressing root causes and increasing self-service resolution.
-
Culture & Team Development:
- Coach and mentor the Manager of Customer Happiness and team leads to drive performance and succession readiness.
- Define staffing models and development plans to support growth and flexibility.
- Foster a culture of customer obsession and continuous improvement across departments.
Qualifications
- Proven track record in a VP/Director-level CX or Customer Service role within a high-volume, DTC or eCommerce environment.
- Demonstrated ability to implement and scale customer service technologies and automation.
- Strong cross-functional leadership experience, with clear success influencing marketing, product, and operations.
- Experience using customer data and analytics to drive strategic decisions.
- Track record of developing talent and shifting organizational culture.
Lovepop Values
- Engineering: Curiosity to discover how the world works
- Hunger: Desire to take on more than is expected
- Magic: Delivering unexpected experiences
- Connection: Building relationships with each other
Similar Remote Jobs
More Customer Service jobs
-
Customer Service unspecified ChileApr 05, 2025
-
Customer Service $109,664.00 - $148,046.00 USAApr 05, 2025
-
Customer Service unspecified USAApr 05, 2025
More jobs in USA
-
Sales / Business unspecified USAApr 05, 2025
-
Finance / Legal $46,988 - $122,400 USAApr 05, 2025
Kickstart Your Job Search
Need advice to apply?
Join our free
Webinar « 3
Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »
Register for free
Unlock 55,185 additional remote jobs, advanced search & email notifications
Get Access Now
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
Try for free - no card required.
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
contract
|
Posted
Apr 01, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
