About the Role

As the Customer Experience Team Lead, you’ll be on the ground floor as we launch a new brand that aims to tackle a massive opportunity within the personal care market. You’ll lead interactions with our customers, ensuring that they have an effortless interaction and outstanding experience. You’ll also support the strategic scoping of all aspects of our CX operation as we grow and scale our team with the rest of the business. Just as importantly, over time you’ll develop and manage a team of high-performing, talented Associates, based within our headquarters.

What You’ll Accomplish

  • Represent the voice and advocate for the needs of the our new brand’s DTC and Retail customer within our global HQ in NYC; be a part of fostering community for our brand and our connection with our consumers
  • Oversee the full CX operation, ensuring that the operation meets daily, weekly and monthly SLAs and key operational/quality metrics for all channels, reporting to the Head of Strategic Operations
  • Obsess over customer feedback and relentlessly strive for CX improvements
  • Drive people, process, and technology improvement initiatives to optimize the customer experience from end-to-end, both for customers and our team
  • Act as a liaison among functions outside of CX (DTC, Distribution, Retail, Creative, R&D, etc.) to facilitate activities that create a better experience for our consumers
  • Identify opportunities to innovate for continuous improvement and increased efficiency, specifically thinking about automation and improved back office needs for your team
  • Develop and help build an outstanding team over time that creates a world-class support experience for a brand-new brand
  • Lead that team actively, providing guidance to direct reports during weekly 1:1 conversation, and in-the-moment coaching when it makes sense
  • Guide all quality and training processes for your team, with limited support from broader Harry’s Inc. stakeholders
  • Develop and maintain relationship with 3rd-party vendors to help provide consistent service level with customers

Who You Are

  • You are passionate about being part of building a connection with consumers and enjoy creating amazing experiences for customers
  • You’re a highly organized “doer” with an exceptional ability to multitask and manage complex projects - someone who will take initiative to make things happen
  • You have a hands-on willingness to get operations established and roll up your sleeves to address customer needs, but also are developing a strategic vision to think ahead and build ahead
  • You have experience working with Zendesk to support a CX operation
  • You’ve worked within start-up / high growth businesses in the past and are genuinely passionate about the personal care / CPG space; you thrive in a fast-paced environment
  • You’re interested in (and ideally experienced in) how teams scale in line with business growth, remaining ahead of the operational demand all the while maintaining a commitment to team development -- and you’re energized and pumped by the idea of helping people grow and develop
  • You’re an innovative thinker, never satisfied with the status quo and always looking for ways to refine and do things better - for your customers, your team, and yourself
  • You’re a great team player who can collaborate with cross-functional teams within the organization, as well as outside vendors
  • You demonstrate a serious commitment to your own self development by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
  • You’re warm and approachable, and have a knack for making people feel instantly comfortable, yet also know how to hold people accountable
  • You’re all around awesome with a great sense of humor

Who You'll Work With

  • Reporting to Head of Strategic Operations for this new brand
  • As the first member of our CX team, you’ll lead this function as it grows over time
  • Working closely with all members of the new brand team (Brand, DTC, Retail, Creative, Insights, Analytics, etc.), as well as cross-functional partners (Distribution, R&D, etc.) and peers from other brands within the broader Harry’s Inc. org 

About Harry’s

Harry’s Inc. started in 2013 with simple, fairly priced products that delivered an amazing experience to guys every day. Since then, Harry’s expanded to the UK, developed relationships with retailers such as Target and Walmart, expanded our grooming brand into a personal care powerhouse, and launched a women’s brand called Flamingo. Now, we’re in the process of building and launching our 3rd brand.

The key to our success? Our amazing people. From chemists, mechanical engineers, CX associates, to creative directors, sourcing managers, and logistics specialists, Harry’s team is composed of some of the most brilliant, diverse, and humble people you’ll ever meet. 

Our brands answer unmet consumer needs, but our company is a place of inclusion and innovation that attracts some of the brightest minds across industries, geographies, and backgrounds. Whether we have a team of 3 or 300, our core values and our startup mentality remain; we value continuous improvement and learning, teamwork and collaboration, creative problem solving, and open and direct dialogue and feedback. Come for the coffee and free products, stay for the amazing, passionate culture. 

 

Harry’s is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

Harry’s is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Harry’s commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training.

We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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