Customer Experience Lead (He/She/They)

We are looking fora Customer Experience Lead , to improve the shopping experience for our customers. This role focuses on representing customer interests in all business decisions by emphasizing the importance of customer feedback and insights ( Voice of the Customers ).The Customer Experience Lead will monitor and analyze critical KPIs, including :Subscription Churn, Net Collection and Return Rate : Loyalty - SHM Club, Club + and AutoshipCancellation Rate ( US and INT )Refund and Return Rate ( US and INT )Product Rating and Fit As Expected ( FAE ) Performance : Assesses customer satisfaction with our products.Net Promoter Score (NPS) : Gauges overall customer loyalty and satisfaction.Operation Support Productivity :Lead will also handle back-office team that execute all the changes, cancelation, refund, replacement requests, etc.RequirementsExperience / Qualifications- Expertise in Data Analysis- Experience in handling NPS, Detractors, Refund and Return rate- Process Management- Leading people would be an advantage- Customer-Centric Mindset- Attention to Detail- Project Management- Strategic Thinking :- Customer Journey Mapping- Leadership and Influencing- Decision MakingWhat we offer :Collaborate with world-class talents in a data-driven, dynamic, energetic work environment.Opportunity to grow and develop both professionally and personally.Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion.Openness to new ideas and initiatives.Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more!