Director of Customer Experience
Job title: Director of Customer Experience in Vancouver, WA at Local Crafts
Company: Local Crafts
Job description: Job Title: Director of Customer ExpdrienceLocation: Remote / Hybrid - Team based in Vancouver, WAReports To: Chief Brand OfficerThe Role:
We’re looking for a strategic, data-driven, and tech-savvy Director of Customer Experience to stitch together a modern, scalable CX strategy for one of the craft industry’s market leaders. You’ll lead the charge in weaving a customer-first mindset throughout the organization—threading together insights, empathy, and innovation to elevate every interaction. You’ll oversee a dedicated team, collaborate cross-functionally with operations, marketing, product, and sales, and use both data and empathy to improve service delivery, engagement, and satisfaction.This is a high-impact role for someone who’s part strategist, part maker—ready to roll up their sleeves and craft exceptional experiences that drive loyalty, retention, and revenue. You’ll have the authority to shape hiring and development, design a returns process from scratch, and lead with a needle-sharp focus on metrics, coaching, and genuine connection.Key Responsibilities
Lead, mentor, and grow CX team across multiple craft brands
Own team hiring, development, structure, and performance management
Coach and develop supervisors
Evaluate and optimize our Zendesk setup; build automation, views, macros, and reporting
Lead the design and implementation of CSX AI tools to improve efficiency and personalization
Build a customer-friendly returns process from the ground up
Define, track, and improve key KPIs: CSAT, resolution time, one-touch resolution, repeat purchase rate
Deliver clear, actionable performance reports to leadership — without fluff
Collaborate across ops, brand, marketing, and finance to improve the full customer journey
Improve NetSuite + Zendesk & Shopify + Zendesk integration and support team in using both systems more effectively
Spearhead the launch of Live Chat and help define a cost-efficient, high-touch service model
Constantly seek ways to do more with less: increasing quality and connection without overspending
Success in This Role Looks Like:
KPIs are clearly defined, tracked, and visible — and team performance improves quarter over quarter
The team is trained, engaged, and aligned with business goals
Our CSAT scores hit 98%+, with a noticeable lift in repeat purchase rate and CX-driven conversion
Customers describe our service as the best in the industry
You’ve created a high-performing team that’s both human and efficient — and you're proud of them
RequirementsWhat You Bring:
5–8+ years leading CX teams in fast-paced eCommerce or DTC brands
Deep experience with Zendesk (admin level) and CX-focused AI tools
Proven ability to coach managers and build scalable team structures
Strong data literacy — you can build dashboards, find patterns, and make them actionable
Experience working with NetSuite, Shopify, and support teams on operational tools
Track record of launching new channels (like live chat) and building systems from scratch
A customer-first mindset, but you understand that happy customers = business growth
You’ll Thrive Here If You:
Lead with curiosity, not ego
Love building things, not just maintaining them
Enjoy helping people grow — especially other leaders
See service as a key driver of brand, loyalty, and revenue
Want to build something best-in-class — affordably
BenefitsOur compensation package is designed to match industry standards and account for factors like your geographical location, expertise, and years of experience. In addition to a competitive salary, you'll will be eligible for the company's bonus plan and a wide range of benefits.The starting pay range for this exempt/salary position is:$80,000 to $90,000 per year.BenefitsWe offer a generous benefits package, including:
Multiple medical, dental and vision plan options after 30 days (with company contributions to the premium costs)
Healthcare Savings and Flexible Spending Accounts
Company-paid Life, Short- and Long-Term Disability benefits
401(k) Retirement Savings Plan with Employer Match
Generous paid time off and holiday pay policies
Employee discounts at all Local Crafts companies!
Expected salary: $80000 - 90000 per year
Location: Vancouver, WA
Apply for the job now!
Apply Now
Company: Local Crafts
Job description: Job Title: Director of Customer ExpdrienceLocation: Remote / Hybrid - Team based in Vancouver, WAReports To: Chief Brand OfficerThe Role:
We’re looking for a strategic, data-driven, and tech-savvy Director of Customer Experience to stitch together a modern, scalable CX strategy for one of the craft industry’s market leaders. You’ll lead the charge in weaving a customer-first mindset throughout the organization—threading together insights, empathy, and innovation to elevate every interaction. You’ll oversee a dedicated team, collaborate cross-functionally with operations, marketing, product, and sales, and use both data and empathy to improve service delivery, engagement, and satisfaction.This is a high-impact role for someone who’s part strategist, part maker—ready to roll up their sleeves and craft exceptional experiences that drive loyalty, retention, and revenue. You’ll have the authority to shape hiring and development, design a returns process from scratch, and lead with a needle-sharp focus on metrics, coaching, and genuine connection.Key Responsibilities
Lead, mentor, and grow CX team across multiple craft brands
Own team hiring, development, structure, and performance management
Coach and develop supervisors
Evaluate and optimize our Zendesk setup; build automation, views, macros, and reporting
Lead the design and implementation of CSX AI tools to improve efficiency and personalization
Build a customer-friendly returns process from the ground up
Define, track, and improve key KPIs: CSAT, resolution time, one-touch resolution, repeat purchase rate
Deliver clear, actionable performance reports to leadership — without fluff
Collaborate across ops, brand, marketing, and finance to improve the full customer journey
Improve NetSuite + Zendesk & Shopify + Zendesk integration and support team in using both systems more effectively
Spearhead the launch of Live Chat and help define a cost-efficient, high-touch service model
Constantly seek ways to do more with less: increasing quality and connection without overspending
Success in This Role Looks Like:
KPIs are clearly defined, tracked, and visible — and team performance improves quarter over quarter
The team is trained, engaged, and aligned with business goals
Our CSAT scores hit 98%+, with a noticeable lift in repeat purchase rate and CX-driven conversion
Customers describe our service as the best in the industry
You’ve created a high-performing team that’s both human and efficient — and you're proud of them
RequirementsWhat You Bring:
5–8+ years leading CX teams in fast-paced eCommerce or DTC brands
Deep experience with Zendesk (admin level) and CX-focused AI tools
Proven ability to coach managers and build scalable team structures
Strong data literacy — you can build dashboards, find patterns, and make them actionable
Experience working with NetSuite, Shopify, and support teams on operational tools
Track record of launching new channels (like live chat) and building systems from scratch
A customer-first mindset, but you understand that happy customers = business growth
You’ll Thrive Here If You:
Lead with curiosity, not ego
Love building things, not just maintaining them
Enjoy helping people grow — especially other leaders
See service as a key driver of brand, loyalty, and revenue
Want to build something best-in-class — affordably
BenefitsOur compensation package is designed to match industry standards and account for factors like your geographical location, expertise, and years of experience. In addition to a competitive salary, you'll will be eligible for the company's bonus plan and a wide range of benefits.The starting pay range for this exempt/salary position is:$80,000 to $90,000 per year.BenefitsWe offer a generous benefits package, including:
Multiple medical, dental and vision plan options after 30 days (with company contributions to the premium costs)
Healthcare Savings and Flexible Spending Accounts
Company-paid Life, Short- and Long-Term Disability benefits
401(k) Retirement Savings Plan with Employer Match
Generous paid time off and holiday pay policies
Employee discounts at all Local Crafts companies!
Expected salary: $80000 - 90000 per year
Location: Vancouver, WA
Apply for the job now!
Apply Now