About Bodewell

Bodewell is on a mission to fundamentally change the way people treat chronic inflammatory skin conditions like Sensitive Skin, Eczema and Psoriasis.  Our patented plant-based technology was created through a partnership between a renowned bioceutical research laboratory and CPG powerhouse Procter & Gamble.  Unlike the status quo in today’s natural OTC landscape, our technology was put through the same rigorous development process as pharmaceutical medicines.  We’re bridging the worlds of pharmacologic and naturopathic medicine in an evidence-based manner for the first time.  After four years of development and in-market testing, we have raised seed funding from P&G Ventures and M13 Ventures to commercialize and scale this revolutionary treatment and change the lives of tens of millions of people.

The Challenge Ahead

As the Head of CX & Digital Products, you will be Bodewell’s first executive-level hire and a true strategic partner to the two co-founders.  You will be responsible for creating a world-class, innovative, and highly effective post-purchase customer journey.  In addition to being a critical USP for the company and a central pillar of our brand promise to consumers, our customer coaching and support program directly contributes to the efficacy of our skincare treatment system.  The strategy you effectuate will make our customers feel hopeful, supported, and strong; you will change these people’s lives.

As part of your role, you will:

• Set the vision and lead the strategy for all customer-driven functions. You will lead the efforts that set Bodewell apart as having best-in-class customer experiences and customer care that engenders intense brand loyalty and ultimately delivers real skin healing journeys for our customers.
• Lead the strategic implementation of technology and organizational solutions to scale our customer experience (preserving quality while reducing costs) as the business grows.
• Own the voice of the customer across the entire company; you will represent the customer’s point of view and consistently inject customer-obsession into our strategic decision-making process.
• Craft, prioritize, and manage the product roadmap for all customer-facing touchpoints in our digital ecosystem. This will include our website, community engagement platform, proactive and reactive C/S technology, and mobile app.
• Track and improve all post-purchase customer metrics (e.g. NPS, churn, virality coefficient, LTV, etc.). While our treatments have an unmatched safety-to-efficacy ratio, it can take up to 12 weeks of consistent usage for customers to see the best results. Your job is to build a team and strategy that supports and engages them through that journey.
• Drive a feedback loop that integrates and enforces customer learnings to the entire business for constant iteration and optimization of any consumer-facing brand touchpoint.
• Partner with the founders to establish and embody our company values, mission, and culture.  You’ll be building a company with us from the ground up and you will be a key part of making Bodewell a beloved and rewarding place for our future employees to work.
• Collaborate across internal and external functions, including management of agency/freelance relationships as needed.

The Perfect Fit 

We want someone who shares our vision for the future and can help us get there:

• You’re an entrepreneur at heart, with a strong desire to make your mark on the trajectory of a new venture.
• You are seriously passionate about the intersection of CX and digital products for a DTC CPG brand; this is your dream job and you could talk to us for hours about your ideas in this space.
• You believe integrating technology and human interaction with consumer healthcare products can have a powerful impact on outcomes and you’re excited to be an outspoken leader in this space.
• You’re confident in your abilities and humble in your approach, understanding that there is always more to learn.
• You thrive in a fast-paced startup environment thanks to your outstanding communication skills and natural gravitation to ownership.
• You obsess over how we follow through on our brand promise and have exceptionally high personal and team standards.
• The proposition of solving challenging problems is invigorating, not overwhelming.
• You are data-driven, commercially minded, and goal-oriented; you measure success both quantitatively and qualitatively, and you understand the importance of both.
• You’re naturally positive and optimistic with a “let’s do this” attitude.

Experience & Skills

We’re looking for someone who is eager to leverage their experience, take the next step in their career, and grow with the company. Our ideal candidate has the following:

• Bachelor’s degree required: marketing and commercial-leaning preferred. Graduate degree is valued.
• 10+ years of experience in customer-facing strategic roles.
• 5+ years of experience managing a digital product roadmap, representing the voice of the customer in the strategic planning for the product.
• Deep experience in hiring, managing and engaging internal and external teams across product management, customer service, and lifecycle marketing; this includes oversight of technology, systems, and analytics used for effectively managing these teams.
• Exceptional communication skills, both written and verbal, with the ability to deliver training and feedback at all levels of the company and create effective documentation and reference resources.
• Track record of delivering innovative customer experiences for DTC brands and can provide examples.
• Start-up venture experience is valued.

Benefits

We are on a mission to revolutionize how people take care of their skin, so it’s fitting that we also take care of our team.  For the Head of CX & Digital Products position, we offer the following:

• Competitive salary based on experience
• Generous equity ownership in Bodewell; we want you to directly benefit from the company’s success
• Medical, Dental, and Vision coverage (85% employer-paid)
• Short-Term Disability, FSA/DCFSA/HSA, One Medical, Health Advocate, Teladoc (100% employer-paid)
• Unlimited PTO
• Working in sunny Los Angeles and tapping into a genuinely world-class professional partner network.

*Bodewell is not seeking assistance or accepting unsolicited resumes from search firms or third-party recruiters for any employment opportunities at this time. Regardless of past practice, all resumes submitted by search firms to any employee at Bodewell via-email, the Internet or directly to hiring managers at Bodewell in any form without a valid written search agreement in place for that position will be deemed the sole property of Bodewell, and no fee will be paid in the event the candidate is hired by Bodewell as a result of the referral or through other means.