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Customer Experience Manager 🔥


About Heyday At Heyday, we are expert skincare every day that empowers everyone to be their best self. Before Heyday opened in 2015, we were curious why it was so challenging for consumers to look after their skin with the right routine of services and products and expert esthetician advice. Skincare is the number one daily routine behind food and there’s no trusted brand in the category. This is an exciting opportunity to join a fast-growing and energetic team that will work together to deliver creative solutions to a $100bn online category that desperately needs to be disrupted. We’re looking for talented problem solvers who lead with passion, drive continuous results, foster a growth mindset, and collaborate effectively. Oh, and the word Heyday… it means the period of your life when you’re at your prime. We believe every day should be your Heyday – we happen to start with skin.
About the RoleHeyday is looking for a full-time Customer Experience (CX) Manager to act as the voice of Heyday and lead a small but powerful CX team. You will be a liaison between the Heyday client, our Shops, and the Support Office - sharing client feedback across departments and advocating for our customers. This is a remote role.
What You’ll Do:Client Support
  • Ensure all client outreach is handled in a timely fashion + within budget
    • Schedule team to be able to handle all client outreach within a 24 hour timeline
    • Monitor team performance to ensure high utilization of team resources
    • Monitor inbound volume and response metrics
  • Ensure client service team + hosts (as an extension of the client service team) have the tools and resources needed to service all client inquiries
    • Manage the client support software (Kustomer)and client support hardware (phones)
    • Provide shortcuts and policy clarification as needed to the field to ensure consistent voice is delivered to clients
    • Provide training to the entire client service team (encompasses hosts) on delivering a 6-star experience to clients
    • Deliver and disseminate relevant and necessary information to all client-facing team members to ensure brand consistency, including SOPs and thorough documentation

Client Experience
  • Be the voice of the client to internal teams + Franchise partners alike
  • Track, aggregate and analyze client feedback to identify trends and areas of opportunity
    • NPS analysis - monitor response rate, overall performance, ecomm performance, and trends within NPS.
    • Membership cancellation analysis
  • Provide ideas and recommendations, rooted in data, to improve client experience along the entire customer journey

The Ideal Candidate
  • 5+ year experience in Customer Experience role with at least 3 years in a supervisor capacity
  • Experience working with a Customer Relationship Management (CRM) platform (Kustomer is preferred) and routing and assigning cases to ensure an even workload
  • Able to use data and analytics to make recommendations
  • Experience with and confidence in handling escalated customer cases
  • Ability to flex priorities in a fast-paced work environment
  • High attention to detail and organization
  • Exceptional verbal and written communication skills
  • You thrive in a team environment and love communicating across functions. You’re not afraid to jump in and help out within different departments and projects
  • You’re interested in skincare, self-care, and wellness. You don’t have to be a guru, but should have passion for the category and an understanding of the customer mindset around skincare and self-care

Benefits HighlightsAt Heyday, we’re committed to the happiness and well-being of our employees and aim to create a workplace that fosters both personal and professional growth. Our benefits include, but are not limited to:
  • Generous Paid Time Off (every employee needs time to rest, recharge, and pivot the mind)
  • Comprehensive Health, Dental, Vision & FSA Benefits (for you & available for dependents)
  • Discounted Facials & Skincare Products (staff facials at $5, products at 35% off, and discounts for family & friends)
  • Paid Parental Leave (for any parents, with a flexible return-to-work program)

Heyday is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

This is a remote position.

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