Senior Manager of Customer Experience Strategy

Job Description

Job Description

About Ruggable :

Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California with an extraordinary track record of high, profitable growth.

We pride ourselves on having an extremely loyal customer base and a talented team made up of genuinely caring people who take action and deliver results.

We are venture-backed and own a patented washable rug design that's disrupting the home décor industry. Our mission is to empower our customers to live vibrantly with beautiful products that don't compromise on function.

If you're passionate about consumer products, e-commerce, and high-growth start-ups, keep reading!

Job Summary :

Ruggable is seeking a dynamic Senior Manager to support our Customer Experience Strategy. This role will be a key leader of our growing Customer Experience team, expected to act as an effective advocate for our customers across the business, driven by deep customer understanding and empathy.

We are seeking someone who can define and lead initiatives to champion Ruggable customer obsession and bring our cross-functional teams closer to the customer.

This role will report to the Director of Customer Experience and can be based in Los Angeles, CA or Chicago, IL.

What You'll Do :

• Design and implement a holistic Voice of Customer program across the business and entire customer journey
• Own and monitor Customer Sentiment at a company level, working with cross-functional teams to implement feedback and continuously improve
• Collaborate with customer care to understand common pain points, corroborate or redefine core customer policies, and continuously improve our ability to delight our customers
• Analyze return, replacement, and cancellation data to identify trends and provide actionable recommendations to improve key metrics
• Work cross-functionally to improve customer-facing tooling and self service capabilities
• Support a wide range of strategic projects prioritized by the Customer Experience team

What You'll Need to Have :

Required :

• 2+ years consulting experience, or 3-5 years in a customer strategy role
• Proficient in SQL and ability to leverage data to form actionable insights
• Passionate about the customer experience and advocating for the best result on behalf of our customers
• Experience leading cross-functional projects and managing stakeholders effectively
• Ability to think strategically and prioritize the highest impact activities in a fast-paced environment

Preferred :

• Familiarity with eCommerce and CX platforms, including Shopify and Zendesk
• Experience in consumer goods, home goods, and / or eCommerce businesses
• Experience using business intelligence software (e.g. Looker)
• Experience building and managing a team

Compensation :

• $110,000 - $130,000 per year base salary
• An annual bonus percentage that varies based on level of role
• Employer matching (up to 3% of base salary) for company sponsored 401K plan

At Ruggable, we offer competitive compensation and benefits packages. Ruggable is an Equal Employment Opportunity employer.

We proudly recruit and hire a diverse workforce and are committed to creating an inclusive environment for all employees.

If you are based in California, we encourage you to read this important information for California residents linked here.

To all recruitment agencies : Ruggable does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Ruggable employees or any other company destination.

Ruggable is not responsible for any fees related to unsolicited resumes.