Bloom
1 - 10 employees
Founded 2018
👥 HR Tech
📚 Education
🤝 B2B
HR Tech • Education • B2B
Bloom is a full-service HR and DEI consulting firm that specializes in providing fractional HR services, recruitment, and diversity, equity, and inclusion training. Since 2017, Bloom has been dedicated to helping companies enhance their HR practices and employee experiences, ensuring that organizations develop inclusive cultures that support growth. With offerings like the Bloom Academy for training and the Petal digital HR hub, Bloom aims to streamline HR processes and provide resources tailored to meet the needs of businesses of all sizes.
Director of Customer Experience
Job not on LinkedIn
🕒 March 17
📊 Check your resume score for this job
Improve your chances of getting an interview by checking your resume score before you apply.
Bloom
1 - 10 employees
Founded 2018
👥 HR Tech
📚 Education
🤝 B2B
HR Tech • Education • B2B
Bloom is a full-service HR and DEI consulting firm that specializes in providing fractional HR services, recruitment, and diversity, equity, and inclusion training. Since 2017, Bloom has been dedicated to helping companies enhance their HR practices and employee experiences, ensuring that organizations develop inclusive cultures that support growth. With offerings like the Bloom Academy for training and the Petal digital HR hub, Bloom aims to streamline HR processes and provide resources tailored to meet the needs of businesses of all sizes.
📋 Description
• Lead the strategy and execution of Poppy & Peonies’ customer experience function across all customer touch points. • Evaluate and improve current customer service operations to ensure fast, thoughtful, and consistent support. • Develop scalable systems, processes, and workflows that allow the customer support team to grow alongside the business. • Implement tools, reporting, and performance metrics to improve response times, resolution quality, and customer satisfaction. • Build and implement a customer retention strategy designed to increase repeat purchases and strengthen long-term customer relationships. • Analyze customer feedback, support tickets, and data to identify recurring issues and opportunities for improvement across the business. • Partner with the marketing and product teams to ensure customer insights inform product development, messaging, and campaign strategy. • Identify opportunities to elevate the post-purchase experience, including communication flows, order tracking, and loyalty initiatives. • Build and lead a high-performing customer experience team that embodies the brand’s values and voice. • Continuously evaluate new technologies, tools, and automation that can enhance the customer experience while maintaining a human touch.
🎯 Requirements
• 7+ years of experience in customer experience, retention and customer support, or operations leadership. • Experience building or scaling customer support functions within a fast-growing e-commerce or consumer brand. • Strong expertise in customer retention, with a track record of building or improving strategies that convert existing customers into repeat buyers and increase lifetime value. • Passionate about creating thoughtful, customer-centric experiences that build brand loyalty. • Strong operational thinking and enjoy building processes, systems, and workflows that improve efficiency. • Highly analytical and comfortable using customer data and feedback to inform decisions. • Experience leading and developing customer support teams. • Excellent communication skills and understand how to represent a brand through customer interactions. • Thrive in a fast-paced, entrepreneurial environment where priorities can evolve quickly. • Proactive, solutions-oriented, and excited about improving systems from the ground up. • Experience with customer support platforms (such as Gorgias, Zendesk, or similar tools) is an asset.
🏖️ Benefits
• Annual Salary ranges from $120,000- $140,000 • 3 weeks of paid vacation per year • 5 additional flex days • $1,500 CAD annual health spending account • $250 CAD annual period & menstrual budget • $1,000 CAD annual allowance towards Poppy & Peonies product • $400 CAD home office setup allowance
Apply Now
