Customer Experience Lead

DailyObjects is a design led lifestyle and tech accessories brand for people who live intentionally. From phone cases to bags, desk mats to watchbands, we create products that elevate everyday moments - with utility, aesthetics, and innovation built into every detail. As we scale our omnichannel presence across online, offline, and partner retail, we're looking for a Head of Customer Experience to help us deliver thoughtful, consistent, and brand-aligned service at every touchpoint.

About the Role:

This is a pivotal leadership role focused on strategy, execution, systems, and service operations. You'll be responsible for building and running our customer experience engine across eCommerce, retail stores, marketplaces, and social channels. Your mandate: deliver seamless journeys, fast and empathetic resolutions, strong feedback loops, and a service culture that reflects the DailyObjects brand.

We're looking for someone who's hands-on, systems-savvy, and deeply passionate about turning operations into experiences.

Key Responsibilities:

1. Strategy:

- Create and execute strategies to ensure the highest level of customer service quality across all channels and touchpoints.

- Establish quality standards, metrics, and guidelines for customer interactions

- Plan 12-month CX roadmap, NPS/LTV targets

2. Process Design & Optimization:

- Define and document new processes, including workflows, SOPs, and performance metrics.

- Identify inefficiencies and build a roadmap to solve them

- Run continuous improvement; partner with Product/Engineering to automate and deflect - 30% FAQs without hurting CSAT.

3. Service & Support Across All Channels:

- Build and manage our customer support ecosystem: email, WhatsApp, chat, phone, social DMs, in-store desks.

- Create and scale SOPs for each channel, including response SLAs, escalation paths, and feedback handling.

- Develop and roll out a retail CX toolkit for our own stores and partner locations (like Apple Premium Resellers).

4. CX Systems & Tools:

- Implement and maintain tools for ticketing, CRM, order visibility, returns, and automation.

- Set up agent assist tools: saved replies, refund triggers, FAQ links, knowledge bases.

5. Data, Voice of Customer & RCA Loops:

- Build a live dashboard of CX metrics: CSAT, resolution time, refund %s, SLA breaches, reason codes.

- Run monthly Root Cause Analysis (RCA) loops with Ops, Tech, and Design to fix underlying friction.

- Establish and scale our Voice of Customer system - deploy surveys, review mining, social listening

6. Crisis & Escalation Management:

- Crisis-response playbooks; lead war rooms during launch spikes or shipment disruptions, manage transparent comms

7. Cross-Functional Collaboration:

- Drive CX inputs into Product, Marketing, Logistics & Creative briefs

- Benchmark industry best practices and implement insights for CX enhancement.

8. Team & Culture:

- Build and lead a high-performance CX team that is empathetic, brand-aligned, and resolution-focused.

9. Launch & Retail Readiness:

- Ensure CX readiness for all new launches: product FAQs, returns logic, staff training, Help Center updates.

- Train in-store teams on service scripts, product knowledge, and feedback collection.

- Track and respond to service trends in the first 30 days post-launch.

Experience and Qualifications Required:

1) 10+ years of experience in customer experience, service operations, or CX systems in a D2C, consumer brand, or lifestyle eComm environment.

2) Hands-on experience with CX platforms like Freshdesk, Zendesk, Gorgias, or Salesforce

3) Built or rolled out AI/ML automations-chatbots, agent-assist, predictive returns - that cut ticket load or raised CSAT.

4) Designed CX for global audiences

5) Have a data-first approach, attacking every problem with data, and are comfortable with excel

6) Strong understanding of CX metrics, automation, and feedback systems.

7) Experience working with Tech, Ops, Retail, and Marketing to implement improvements and fix friction.

8) A builder's mindset - excited to scale systems and roll up your sleeves where needed.,

9) Deep customer empathy and a bias for fast, thoughtful execution.

This is a high-impact role where you'll shape the customer journey for thousands of design-conscious users every day. You'll work directly with the founders, build a cross-functional team, and play a critical role in how our brand is experienced, not just through our products, but through every human interaction.