Customer Experience Manager

Summary

Join Primal Harvest, a leading holistic wellness brand, as their Customer Experience Manager! This US-based remote position (EST hours) focuses on optimizing the online customer journey across the .com storefront and customer support. You will strategically manage the e-commerce experience, develop and execute site improvement roadmaps, and oversee customer support programs. The role requires proven experience in e-commerce and customer experience, expertise in front-end management, and strong data-driven decision-making skills. Primal Harvest offers a comprehensive benefits package including health benefits, generous paid time off, parental leave, disability coverage, 401k matching, wellness perks, flexible working options, and more. The annual salary range is $100,000-$115,000 USD/year, with potential for an annual discretionary bonus.

Requirements

• Proven experience leading e-commerce and customer experience initiatives, ideally in D2C or e-commerce-first businesses
• Expertise in front-end management, site architecture, and online merchandising strategies
• Strong background in customer support programs, tools, and KPI management (e.g., CSAT, NPS)
• Data-driven decision-making skills with a focus on continuous improvement
• Experience with subscription models, returns management, and customer account tools
• Excellent communication, collaboration, and leadership skills
• Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States

Responsibilities

• Strategically manage and develop the e-commerce front-end experience through site architecture, content storytelling, product merchandising, software enhancements, customer data, and customer sales funnel to maximize sales and engagement
• Develop and execute the roadmap for site buildouts, feature enhancements, and product management
• Identify, evaluate, and implement tools and technologies to optimize the online shopping experience
• Drive KPIs such as conversion rate, average order value (AOV), category sales, time on site, and site engagement
• Build and manage customer-facing policies and tools, including returns, account management, and subscription systems
• Lead initiatives to integrate customer data into the e-commerce experience, enabling personalized and proactive customer interactions
• Oversee the customer support program, setting goals and performance metrics to drive satisfaction and retention
• Shift customer experience from a cost center to a revenue driver by introducing proactive support options and data-driven insights
• Manage and refine customer communication channels (chat, email, phone), ensuring they align with brand values and customer expectations
• Use data to inform decisions, blending customer insights with business goals
• Collaborate cross-functionally to ensure cohesive storytelling and a seamless customer experience across all touchpoints
• Build business cases for new tools and initiatives, prioritizing those that enhance both e-commerce and customer satisfaction

Benefits

• Comprehensive Health Benefits
• Generous Paid Time Off and Holidays
• Paid Parental Leave (primary & non-primary)
• Short-term and Long-term disability
• 401K + Match
• Health & Wellness Perks
• Flexible working options
• Team Events
• Product Discounts