Director Of Customer Experience (Remote)

At Darkroast Design we're on a mission to redefine the creative process for brands across North America. Our innovative subscription-based design service has challenged industry norms and revolutionized how CPG and DTC brands get creative work done. We're not your standard design firm; we're a hybrid between a creative agency and a SAAS company. More importantly, we represent a movement towards simplifying the creative workflow, making exceptional design accessible on a daily basis.

As the Director of Customer Experience, you will transform our customer service from excellent to extraordinary. This role demands more than just strategic oversight; it requires a profound understanding and empathy toward our customers, an obsession with adding value to their day-to-day operations, and a relentless drive to wow them consistently. Your mission is to delve deep into the lives of our clients, grasping not just their needs but their aspirations and leveraging this insight to enhance their interactions with our service and products at every touchpoint.

You'll be responsible for developing the people and systems necessary to delight our customers on a massive scale, marrying a deeply analytical approach with genuine compassion and a personal touch for each client. This is a role for a leader who is passionate about metrics and equally dedicated to making a real, tangible difference in our clients by workday by delivering a magical experience every time they engage with our team and software.

Key Responsibilities:

• Strategy Development: Craft and execute a comprehensive Customer Experience strategy that seamlessly aligns with our broader business goals, setting new industry standards for customer satisfaction.
• Leadership: Inspire, mentor, and expand the customer success & experience team, nurturing an environment where excellence, innovation, and ongoing improvement are the status quo.
• Customer Insights: Employ data analytics, solicit and analyze customer feedback, and conduct market research to understand customer needs and behaviors deeply. Transform these insights into actionable strategies that enhance satisfaction and foster loyalty.
• Cross-Functional Collaboration: Work closely with our world-class team of designers and other key departments to ensure a unified and flawless Customer Experience across every touchpoint.
• Innovation: Continually scan the horizon for the latest technologies, platforms, and trends in Customer Experience, integrating these innovations to keep Darkroast Design at the cutting edge of the industry.
• Voice of the Customer: Act as the primary advocate for the customer within the organization, ensuring customer needs and expectations are met and exceeded.
• Performance Metrics: Establish and monitor critical KPIs for Customer Experience, initiate improvements based on these metrics, and provide regular performance updates to the executive leadership team.

Ideal Candidate:

• A bias for action and a "Get Sh** Done" attitude
• An outside-the-box thinker who is willing to disregard industry traditions and norms and replace them with ideas that make sense for how work is done today.
• 5+ years of senior CS and/or CX management experience
• Passionate about crafting delightful Customer Experiences, with a proven ability to innovate and improve customer satisfaction on a large scale.
• A track record for scaling customer success teams, systems, and processes
• Extensive experience in customer success or experience roles within SaaS, creative agencies, or the CPG industry, with a strong preference for candidates with expertise in at least two of these areas.
• Demonstrated track record leading Customer Experience initiatives, with the skills to both strategize and execute plans that have a tangible impact on customer satisfaction and business outcomes.
• A natural leader and communicator, able to inspire a team and drive cross-functional collaboration.
• Analytically minded, comfortable using data to inform decisions and strategies.
• A natural-born leader who's as good with people as you are with data.
• You're all about finding new ways to wow and are always asking, "What if we...?"
• Must live in / permitted to work in Canada

Why Join Us?

• Salary Range: $80,000 - $100,000
• Fully Remote: Work from home or wherever you do your best work
• Autonomy: Take control over your work and life schedule (no clock punching around here)
• Balance: No weekends, no late nights, no travel (unless you want to)
• Culture: Join a company that values innovation, creativity, and a relentless pursuit of excellence.
• Benefits: Full benefits for you and your family, including dental, vision, chiropractic, massage, and more
• Inspiration: Work with a world-class team of creative professionals
• Cool points: Work with fun and exciting brands across North America and get inspired by our team's work each time you visit the grocery store

**To apply, please provide a link to your LinkedIn Profile and a quick "Hello Loom Video" below along with your resume

"Hello Loom Video" - A quick video saying hello and introducing yourself (max 3 - 4 minutes). You can create this using Loom.com or a similar tool - nothing fancy required :)

Job Types: Full-time, Permanent

Salary: $80,000.00-$105,000.00 per year

Benefits:

• Casual dress
• Dental care
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Work from home

Schedule:

• Day shift

Application question(s):

• Please provide link to your LinkedIn Profile
• Please provide link to your "Hello Loom Video" (See job description for details)

Work Location: Remote