Director of Customer Experience - Verb Energy : Job Details

**Director of Customer Experience**

at Verb Energy New York **Director of Customer Experience**

The Director of Customer Experience will be a key hire for the Verb Energy team to develop and execute top-tier customer experience strategies to drive customer retention and increase Customer Lifetime Revenue among customers in order to achieve Verb's ambitious goals. Were looking for someone who is excited and hungry (literally and figuratively) to scale the customer experience of a disruptive energy brand.

**Who We Are**

We believe there is nothing more powerful than human energy, and that when a person feels their best, they can do amazing things. We started Verb to make people feel incredible by delivering energy in a healthy, convenient, and delightful way, and now we are one of the fastest-growing food and beverage brands in the country. We make delicious energy products that we sell via text message and online (). Now, were looking to work with fantastic people like you to change the way people get their energy and to bring more humanity to how companies interact with people.

Our customers use Verb products daily, whether it's for a pre-workout energy boost, a breakfast-plus-coffee on the go, or to beat the afternoon slump. Our flagship product is a line of 90-calorie energy bars with as much caffeine as an espresso, and we have recently launched a line of energizing drink mixes filled with collagen and 100% of your daily vitamin B6 and vitamin B12, which is energizing and helps with long term skin, joint and bone health. Verb products are gluten-free, and weve worked hard to ensure they are always delicious, healthy, and provide an outstanding energy effect.

**Our Values**

*The Verb teams values are the foundational bones to our culture and we aspire to embody four core values in our daily work:*

- Bring your energy.

- Pursue growth through improvement.

- Communicate directly with compassion.

- Build a lasting brand together.

**Your Responsibilities**

* **Ensure quality of customer experience efficiently at scale.** Effectively staff and resource our customer support team to manage volume and deliver timely customer service, while guaranteeing high-performance standards across the team through effective specialization, robust training, and increased quality assurance standards to measure and improve core CX metrics over time.

* **Facilitate and drive growth by increasing customer LTR.** Understand retention marketing to help improve core customer retention metrics in collaboration with the Growth & Brand teams by leveraging tech capabilities and effective customer segmentation, and testing roadmaps to drive great CLR among customers

* **Infuse customer experience with delight to drive customer NPS.** Enhance Verb's messaging to align with the team's strategy and goals, improve each customer touchpoint in collaboration with the Growth & Brand teams to ensure inclusive language, and create memorable moments for each customer.

* **Leverage customer support capabilities to track data and customer feedback** across all business functions that impact our customers.

* **Collaborate effectively across the team.** Serve as a strong senior leader on the team and collaborate cross-functionally with other leaders to address Verb's most important strategic goals.

* **Build, manage & lead CX team with equity and integrity** toward improved outcomes, enhanced organizational processes, personnel growth, and team fulfillment.

**Who Were Looking For**

* 6+ years experience within Customer Experience, 3+ years experience leading a team

* You are an energizing human who shares a deep enthusiasm for Verb's mission, products, and vision.

* You are a true, exceptional leader with the ability to inspire people to believe in your vision.

* You embody Verb's core values in your daily work:

+ Bring your energy.

+ Pursue growth through improvement.

+ Communicate directly with compassion.

+ Build a lasting brand together.

* You embody a test and learn mentality.

+ You incorporate learning as a core practice of your professional life, and you show an ability to learn and adapt to changing landscapes.

+ You are a creative, iterative tester who looks to make the most of new opportunities to evolve the customer experience.

+ You take smart risks to learn, improve, and uncover opportunities to always strive for improvement.

+ You have a very strong understanding of data & analytics and use data to create actionable insights.

* You are a results-orientated, data-driven operator.

+ You have the ability to work at both the strategic high-level and dive into the weeds to ensure tactical excellence.

+ You use data to guide strategy and day-to-day decision-making.

* Diversity, equity, inclusion, and belonging are deeply aligned with your values and you can build a team that prioritizes diversity, equity, inclusion, and belonging across their work, their partners, the way they collaborate, and in the brand, they bring to the world.

**Why You Should Join Us**

*Benefits & Perks:*

* High-energy (pun intended) and tight-knit workplace environment

* Competitive compensation package with stock options at a rapidly growing startup

* Unlimited Verb Bars and Verb gear

* Gym membership contribution

* Medical, Vision, and Dental Insurance

* Life Insurance, Short-Term and Long-Term Disability

* Employee Assistance Program

* Pet insurance

* Employee Discount Program

* Prescription Drug Discount Program

* 401k contribution with match

* Flexible work environment

* Flexible Vacation and Paid Sick Time

*We are passionate about building a team that reflects the diversity of our community and value a workplace environment where our differences are celebrated. Women, people of color, LGBTQ+ and any members of marginalized communities are strongly encouraged to apply. Thank you for taking the time to submit your application -- we cant wait to read every single one!*