The Customer Experience Manager will lead customer service operations, manage touchpoints, and develop retention strategies for a THC-infused beverage brand.
The Opportunity:
Willie's Remedy+ is one of the fastest-growing THC-infused beverage brands in the country, uniquely positioned to be a top player in a category poised to be the biggest disruptor to alcohol in generations. Willie's Remedy+ is seeking a Customer Service Manager to join our team and lead the creation of world-class customer relationships that turn first-time buyers into lifelong Willie's fans. This high-impact role is perfect for someone who combines operational excellence with customer obsession, with experience in managing customer service operations and building retention-focused programs that drive loyalty and lifetime value. This role will manage and optimize Willie's customer experience strategy by owning all customer touchpoints, service operations, and retention initiatives that create exceptional experiences at every stage of the customer journey.
Who You Are:
You are someone with extreme empathy whose #1 goal is keeping Willie's customers happy and making the experience from purchase to delivery a memorable one. You have impeccable communication and customer service skills, and can handle your fair share of unhappy customers without getting frazzled. You also love diving into numbers and spreadsheets, creating structure and process where there may be none.
In This Role You Will:
Customer Service
· Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building Willie’s fanbase
· Manage and lead a team of 7-10 agency reps who respond to customer inquiries via email, phone, and social media
· Manage CX platform (Richpanel)
· Create and update CX team macros
· Monitor and own CX metrics: CSAT, First Response Time, Resolution Time, etc.
· Collaborate with cross-functional teams, such as marketing, web, email, sales, operations, shipping carriers, and the customer service team, to align customer experience efforts with business goals and objectives and troubleshoot issues
· Proactively identify CX issues and work with Marketing and Operations teams to mitigate their impact on customers
· Handle high-priority or high-touch tickets personally
· Continually update knowledge base + FAQs to ensure customers have access to the most up-to-date information
· Work with VP Marketing and the Email team to proactively reach out to customers about upcoming and current CX issues via email and other channels
Customer Experience and Retention
· Be responsible for a “surprise and delight” monthly budget to wow customers
· Work closely with the VP of Marketing to create and execute a retention strategy and loyalty programs
· Manage customer subscription platform (Recharge)
· Assist with customer winback campaigns
Must Haves
· Must be 21 years of age or older at the time of application
· Lives in US - (Southern, CA preferred)
· 2+ years in Customer Service for a high-volume DTC brand
· Fluent in at least one CX platform (Gorgias, Zendesk, Richpanel, etc.)
· Experience managing a team (2+) of customer service agents
· Impeccable communication and writing skills
· Empathy and ability to always put the customer first
· A drive to offer the best possible customer experience, who is always trying to win back customers
· Goal-oriented and able to analyze not just the qualitative aspect of CX, but the quantitative
· Bonus: Experience managing customer subscription platforms (eg Recharge)
· Desire to work in a fast-paced, fast-growing company
Compensation:
· Full Time, Salaried ($70,000.00-$80,000.00), Exempt. This is the anticipated salary for this role. The final salary offer will be determined by several factors, including years of expertise, skills, and experience.
Additional:
· Unlimited Paid Time Off
· Healthcare Benefits; up to 90% contribution for employees and 25% for dependent medical
· Voluntary vision, dental, and accidental plans offered
· 401k with up to 4% company match
· 12 weeks paid Equal Parental Leave, $500 Baby Bonding Bucks, and sustainable baby gift
· Booch, Spirit, Beer, and Soft Good Perks
· And so much more!
Who We Are
Our Purpose: To make quality, purpose-driven beverages
Our Business: Our vision is to create the next-generation beverage platform, comprising distinct brands, each with its own ethos and purpose. Despite being a multi-billion dollar industry, it lacks options that cater to the next generation of drinkers who will demand more from their alcohol than a mere buzz. Disrupting this industry is a worthy, and massive opportunity.
Our Culture: Our core values are Quality, Transparency, and Team-First. We derive much of our management policy from a book we give you upon hiring, ‘Let My People Go Surfing', by Yvon Chouinard (founder, owner, Patagonia). Our policy is to allow workers flexible hours, provided the work gets done with no negative impact on others. Our ‘let my people go surfing’ policy demands that we hire very unique individuals; those with a combination of self-motivation, self-discipline, and energy.
JuneShine Brands is a purpose-driven organization composed of a diverse and dynamic group of individuals with varied backgrounds, passions, and beliefs. We are committed to fostering an inclusive environment where everyone’s unique perspectives are valued. We seek to hire self-motivated, independent thinkers, who embrace challenging the status quo. Join us at JuneShine Brands where you’re encouraged to bring your authentic self to your craft every day. As a proud equal opportunity employer, we are dedicated to ensuring fairness and equity in our hiring practices.
You must reside in the United States to be considered for this position.
Top Skills
Gorgias
Recharge
Richpanel
Zendesk
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