Head of Customer Experience
WFA Digital Insight
The demand for consumer experience specialists has surged in recent years, with a 25% increase in job postings in 2025 alone. As companies prioritize customer satisfaction, skilled professionals with expertise in consumer loyalty and advocacy are in high demand. Stars + Honey, a fast-growing functional nutrition brand, is no exception. With its commitment to delivering joyful flavor and clean functionality, the company is seeking a Head of Customer Experience to lead its consumer experience function. Candidates should be prepared to showcase their skills in Excel, consumer experience strategy, and team leadership, as well as their ability to drive business growth through exceptional customer service.
Job Description
About the Role
The Head of Customer Experience is a critical role at Stars + Honey, responsible for delivering an exceptional consumer experience across every touchpoint. This includes managing consumer support, building scalable systems and processes, and turning consumer feedback into actionable business insights. The successful candidate will own the end-to-end consumer experience strategy and operations, ensuring every interaction reflects the premium, joyful, and consumer-first experience that defines Stars + Honey.As a key member of the team, the Head of Customer Experience will report to the Chief Brand & Commercial Officer and work closely with cross-functional teams, including Brand, Growth, Sales, Operations, and Product Development. This is a unique opportunity to build a consumer experience function that not only supports consumers but also strengthens loyalty, drives advocacy, and contributes meaningfully to long-term brand growth.
Stars + Honey is a fast-growing functional nutrition brand on a mission to eliminate compromise in health and indulgence. With a strong DTC foundation, the company is now expanding into national retail, making this an exciting time to join the team.
What You Will Do
- Own and elevate the day-to-day consumer experience across all channels, including email, website, social media, Amazon, and retail-related inquiries
- Establish service standards, response time expectations, and escalation protocols
- Develop and maintain SOPs, workflows, and response playbooks
- Ensure all consumer interactions reflect the Stars + Honey brand voice and values
- Continuously identify opportunities to improve the consumer experience while increasing operational efficiency
- Build a consumer experience function that consumers genuinely love interacting with
- Establish and monitor key consumer experience KPIs, including response times, resolution rates, satisfaction scores, and recurring issues
- Conduct regular quality assurance reviews and coaching
- Identify friction points and implement improvements
- Create systems that make it easy for consumers to get the help they need
What We Are Looking For
- 5+ years of experience in consumer experience, customer service, or a related field
- Proven track record of delivering exceptional consumer experiences and driving business growth
- Strong skills in Excel and data analysis
- Experience with consumer experience software and tools
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and prioritize multiple tasks
- Strong problem-solving and analytical skills
- Experience working with cross-functional teams, including Brand, Growth, Sales, Operations, and Product Development
Nice to Have
- Experience in the functional nutrition or food industry
- Knowledge of consumer experience best practices and trends
- Certification in consumer experience or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-growing and innovative company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest consumer experience software and tools
- Recognition and reward for outstanding performance
How to Stand Out
- To stand out in your application, be sure to highlight your experience in delivering exceptional consumer experiences and driving business growth through customer satisfaction.
- Showcase your skills in Excel and data analysis, as well as your ability to work with consumer experience software and tools.
- Prepare to discuss your approach to building scalable systems and processes, as well as your experience working with cross-functional teams.
- Be ready to provide examples of how you have turned consumer feedback into actionable business insights and driven business growth through customer loyalty and advocacy.
- Research the company and its products, and be prepared to discuss how you can contribute to the company's mission and values.
- Don't be afraid to ask questions during the interview process, such as what the biggest challenges are in the role and how the company approaches consumer experience.
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