Founded by Jennifer Lopez, JLo Beauty & Lifestyle, LLC develops, markets, and sells a proprietary line of luxury skincare products. We have a fast-paced, dynamic culture which has led us to quickly building our brand in the industry.
Jennifer on the making of JLo Beauty® and her 20-year founder dream –
“For years, the number one question I've been asked is about my skin, and so I felt almost an obligation to share what I’ve learned. It’s taken 20 years to realize this dream, because I knew that when we launched, it had to be amazing because it has my name on it. I’ve been involved in all aspects of development, because JLo Beauty has to authentically mirror my values and reflect who I am, what I believe in, and how I live my life.”
— JENNIFER LOPEZ
FOUNDER, JLO BEAUTY
Position Summary:
JLo Beauty & Lifestyle is seeking a Director of Customers Experience to join our team! Reporting to the Chief Marketing Officer, you will be responsible for driving an overall positive customer experience as it relates to JLo Beauty’s customer service communications and experience.
This role will work to create and maintain optimal client retention and satisfaction overseeing all aspects of the brand’s Customer Service Center. The Director of Customer Experience is a change leader and will analyze data to determine operations improvement opportunities.
If you are a detail-oriented customer service professional with solid membership/subscription model experience, we invite you to apply for this exciting opportunity.
Responsibilities
Develop and provide strategic direction surrounding all aspects of JLo Beauty’s Customer Service Center.
Define strategies to exceed customer expectations, analyze customer feedback and quality assurance data for insights including the development of key dashboards.
Collaborate with JLo Beauty’s leadership team and Client Success Managers to continually improve the overarching customer experience to increase retention.
Set strategic goals and roadmap plans to drive improvement in SLAs.
Analyze key client experience KPIs and success metrics to identify opportunities and drive proactive action surrounding findings.
Develop and implement training and ongoing development for new and existing CS members.
Partner closely with the Lifecycle and CRM lead to maintain a seamless customer experience while increasing membership.
Work closely with technology to evaluate existing systems, recommend updates and optimizations that will improve customer and increase retention.
Coordinate and assess ongoing quality control and participate in quality issue resolution.
Serve as lead point of contact for key escalations driving efficient resolution in a timely manager.
Qualifications:
A proactive planner and passionate problem-solver.
Proven track record of leading customer support design and operations.
5 - 6+ years of in a consumer support ecosystem including the management of external resources.
Prior experience working within a membership or subscription model is a must.
Self-starter with excellent leadership experience that processes strong communication and interpersonal skills.
Detail-oriented with strong analytical and problem-solving abilities.
Experience in the development and training of contact center resources.
Deep experience managing an external customer care partner covering all customer care touchpoints inclusive of chat, voice, email and social media.
A proven track record of applying data-driven insights to increase retention and CSAT metrics.
A passion to proactively drive change with the ability to assess and coordinate change management activities.
Strong ability to identify problems, analyze data and draw actionable conclusions.
Experience working in Shopify and Recharge plus experience working in CS platforms such as Zendesk. Gorgias, Zowie or Ada.
Bachelor's degree required.
Benefits:
Competitive salary – base salary range $130K/yr - $160K/yr plus target bonus
Comprehensive company supported health, dental, and vision insurance
401K savings plan with up to a 4% company match on eligible contributions
20 PTO days, plus the week between Christmas and New Year’s (based on management discretion), and holidays
Opportunities for career growth and development
4 hours per quarter of VTO (Volunteer time off)
Summer Fridays from Memorial Day to Labor Day (based on management discretion)
Employment type
Full-time
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