About the Role
Stars + Honey is a fast-growing functional nutrition brand on a mission to eliminate compromise in health and indulgence. As we scale from a strong Direct-to-Consumer foundation into national retail, we are seeking a visionary Head of Customer Experience to build and lead a best-in-class consumer experience function. This leadership role is critical to protecting our brand reputation, increasing consumer lifetime value, and ensuring every interaction reflects the premium, joyful, and consumer-first experience that defines our identity. Reporting to the Chief Brand & Commercial Officer, you will serve as the internal architect of the consumer journey and the external voice of our community.
Key ResponsibilitiesAs the Head of Customer Experience, you will own the end-to-end strategy and operational execution across all channels, including DTC, Amazon, and retail support. Your mission is to transform standard support into a meaningful engine for brand advocacy and business growth.
- Operations & Service Excellence: Establish high-level service standards, response time expectations, and escalation protocols. You will develop and maintain SOPs and playbooks that ensure all interactions across email, social media, and web reflect the Stars + Honey brand voice.
- Voice of the Consumer: Act as the internal champion for our customers by collecting and analyzing feedback from support channels, reviews, and surveys. You will translate this data into actionable recommendations for the Product Development, Brand, and Operations teams.
- Reputation Management: Monitor and manage brand sentiment across Amazon, social platforms, and retail partners. You will build systems to encourage positive ratings and referrals, turning satisfied customers into passionate brand ambassadors.
- Consumer Recovery: Lead the resolution of complex issues and product-related concerns, developing recovery programs that turn challenging situations into opportunities to build long-term trust.
- Infrastructure & Scalability: Own the CX technology stack and tools. You will build scalable systems, automation, and reporting dashboards to support rapid business growth without sacrificing service quality.
- Team Leadership: Recruit, mentor, and lead a high-performing CX team and manage external agency partners to ensure consistent performance and accountability.
The ideal candidate is a blend of a strategic thinker and an operational doer who thrives in fast-paced, high-growth environments.
- Experience: 5–10+ years of leadership experience in Customer Experience, Consumer Care, or Customer Success, specifically within the DTC, CPG, or eCommerce sectors.
- Proven Track Record: Demonstrated success in scaling support operations and building CX infrastructure for high-growth consumer brands.
- Analytical Mindset: Ability to dive into data and consumer sentiment to identify trends, pain points, and opportunities for continuous improvement.
- Communication Skills: Exceptional verbal and written communication skills with the ability to maintain a premium brand voice across all consumer touchpoints.
- Operational Rigor: A high degree of ownership and detail orientation, with a bias toward action and building repeatable, scalable systems.
- Collaborative Spirit: Ability to work cross-functionally with Sales, Marketing, and Operations to drive a cohesive consumer-centric culture.
- Remote-First Culture: Enjoy the flexibility of working from anywhere while contributing to a high-impact team.
- Growth Opportunity: Play a foundational role in a brand scaling from a startup to a national household name.
- Mission-Driven Work: Be part of a company dedicated to improving wellness through joyful, functional nutrition.
- Leadership Impact: Significant autonomy to build your department and influence the broader business strategy through consumer insights.