Director of Customer Experience

Bloom Technology, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As Director of Customer Experience at Poppy & Peonies, you will lead the strategy and operations behind one of the most critical aspects of the brand: shaping how customers feel at every interaction with the company. This role is pivotal in transforming customer experience from a support function into a core growth driver, directly impacting retention, loyalty, and long-term brand equity as the company scales across North America.
• You will own the end-to-end customer journey — from initial discovery and purchase to post-purchase support and beyond — ensuring every touchpoint reflects the brand’s commitment to care, quality, community, and sustainability. Your leadership will directly influence customer satisfaction, repeat purchase rates, and advocacy, making this role essential to sustaining Poppy & Peonies’ mission-driven growth in a competitive market.
• Day to day, you will develop and execute a comprehensive customer retention strategy designed to convert first-time buyers into loyal, repeat customers through personalized engagement, loyalty programs, and proactive outreach initiatives.
• You will optimize current customer support operations by analyzing performance metrics, identifying bottlenecks, and implementing scalable systems and processes — including ticketing platforms, response time benchmarks, and quality assurance frameworks — to ensure consistent, high-quality service as volume grows.
• You will lead the design and implementation of omnichannel support strategies (email, live chat, social media, phone) that align with the brand’s voice and values, ensuring timely, empathetic, and solution-oriented interactions across all customer contact points.
• You will collaborate closely with marketing, operations, and product teams to turn customer insights — gathered from surveys, reviews, support interactions, and behavioral data — into actionable improvements across product design, packaging, shipping, and messaging.
• You will build and mentor a high-performing customer experience team, establishing clear roles, training programs, and performance standards that foster a culture of ownership, empathy, and continuous improvement.
• You will establish and track key CX metrics (CSAT, NPS, CES, retention rate, churn, first-response time, resolution rate) and report regularly to leadership, using data to justify investments and prioritize initiatives that maximize customer lifetime value.
• You will champion the brand’s sustainability and ethical values within the customer experience, ensuring that communications, return processes, and packaging reflect Poppy & Peonies’ vegan, cruelty-free, and plastic-free commitments.
• You will represent the customer voice in leadership meetings, advocating for customer-centric decisions in product development, pricing, and promotional strategies to strengthen brand trust and long-term loyalty.
• You will join a passionate, mission-driven team at Poppy & Peonies — a fun, energetic, and values-led brand founded by Natalie Dusome that creates practical, stylish, and eco-conscious accessories for modern lifestyles.
• You will be part of a company that has grown from a basement operation to a nationally recognized brand featured on Dragons’ Den, with a deep commitment to environmental stewardship, animal welfare, and community connection — values that are embedded in every customer interaction.
• In this role, you will have the opportunity to shape a best-in-class customer experience function from the ground up, gaining strategic leadership experience in scaling a purpose-driven DTC brand while making a measurable impact on customer loyalty and business growth.
• You will develop expertise in blending emotional brand storytelling with operational excellence, learning how to turn customer empathy into scalable systems that drive retention, advocacy, and sustainable revenue growth — skills that are highly transferable and increasingly valuable in today’s experience economy.

🎯 Requirements

• Proven experience leading customer experience, customer support, or client success teams in a fast-growing DTC, e-commerce, or retail environment, preferably with responsibility for retention strategy and support operations.
• Strong analytical skills with experience using customer data (CSAT, NPS, churn, support metrics) to identify trends, measure impact, and drive data-informed decisions that improve customer loyalty and business outcomes.
• Demonstrated ability to design and implement scalable support systems, processes, and workflows — including CRM/ticketing platforms, knowledge bases, and quality assurance frameworks — that maintain service excellence during periods of growth.
• Excellent communication and interpersonal skills, with a track record of collaborating effectively across marketing, operations, product, and leadership teams to translate customer insights into cross-functional improvements.
• Deep passion for brand values, particularly sustainability, ethical production, and customer-centricity, with experience aligning CX initiatives with mission-driven brand identities.
• Experience building, mentoring, and leading high-performing teams, including setting performance standards, providing coaching, and fostering a culture of empathy, accountability, and continuous improvement.

🏖️ Benefits

• Fully remote position offering flexibility to work from anywhere, supporting work-life balance and eliminating commute time.
• Opportunity to lead and shape the customer experience strategy for a purpose-driven, rapidly growing brand with a strong mission and loyal community.
• Competitive compensation package commensurate with experience, reflecting the strategic importance of the role in driving retention and growth.
• Professional development opportunities, including access to leadership training, industry resources, and mentorship from the founder and executive team.
• Alignment with a company committed to sustainability, vegan and cruelty-free products, plastic-free shipping, and environmental stewardship — allowing you to contribute to meaningful ethical impact.
• Collaborative, supportive, and energetic team culture rooted in creativity, authenticity, and shared values, where your ideas and leadership will be valued and empowered.

Skills & Technologies

Remote

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Bloom Technology, Inc.

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About Bloom Technology, Inc.

Bloom is a Canadian consulting firm that provides fractional HR, DEI (Diversity, Equity, and Inclusion), and talent advisory services. They specialize in helping companies build inclusive, people-first workplaces by offering support in areas such as HR policy development, executive training, recruitment, and DEI strategy. Their services are designed for organizations seeking to enhance their people practices without the commitment of full-time hires. Bloom also offers Petal, a self-service platform with over 200 hours of training and 100+ HR resources.

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