Job Description

Job Description

At CALPAK, we design thoughtfully crafted travel goods that make movement easier, more joyful, and more personal. As a fast-growing, digitally native brand, our relationship with customers extends far beyond the product itself and is built on trust, responsiveness, and a genuine commitment to care at every touchpoint.

We are seeking an experienced Customer Experience Manager to join our team on an interim basis to cover a maternity leave. The ideal candidate has proven experience in customer service leadership and thrives in a fast-paced, digitally driven environment. This role will report to the Executive Director of DTC and will work closely with colleagues in the digital, marketing, operations, and production departments to drive and achieve customer retention goals. The Interim Senior CX Manager will also oversee our Assistant CX Manager and lead strategic initiatives that advance CALPAK’s customer experience vision.

RESPONSIBILITIES:

Customer Experience Leadership & Strategy

• Define and evolve the customer experience roadmap, ensuring all CX channels align with brand voice and business objectives.
• Lead strategic initiatives that drive customer retention, operational efficiency, and overall business growth.
• Partner with cross-functional teams (retention marketing, production, operations, retail and digital) to analyze customer feedback, identify opportunities, and influence CX-driven decisions.
• Advance CALPAK’s DTC experience through personalized and proactive customer journeys, improved post-purchase engagement, segmentation strategies, and tailored communication.
• Enhance the end-to-end digital customer experience through optimized post-purchase flows, self-service tools, customer education, and more.

Team & Workflow Management

• Oversee the Assistant CX Manager, providing leadership, coaching, and development support.
• Ensure smooth operations of the offshore CX team, including scheduling, onboarding, performance processes, and alignment with CX KPIs.
• Own CX workflows and operations across platforms and communication channels to ensure consistency and efficiency.

Data, Reporting & Insights

• Collaborate with Assistant Manager to analyze findings from current reporting structures and insights to guide CX decision-making.
• Monitor key performance metrics and identify improvements to maximize efficiency and customer satisfaction.
• Build frameworks for capturing holistic customer insights (satisfaction, effort, sentiment) and translate findings into meaningful experience enhancements.
• Strengthen the feedback ecosystem and partner cross-functionally to incorporate customer learnings into product, digital, and operational roadmaps.

CX Systems & Cross-Functional Execution

• Oversee onboarding and optimization of CX-related platforms, tools, automation, and proactive communication capabilities.
• Maintain alignment and communication between CX and key stakeholders to ensure goals, feedback, and initiatives are effectively shared.
• Enhance customer knowledge resources and self-service experiences to reduce friction and empower customers throughout their journey.
• Stay up to date on industry trends, tools, and best practices to support emerging CX and company-wide needs.

QUALIFICATIONS:

• 5+ years of experience in customer service environment.
• Gorgias, Zendesk or similar CRM experience required.
• Proficiency in Shopify or ecommerce platform experience preferred.
• Excellent written and verbal communication skills.
• Experience building, leading, and developing a team.
• Strong analytical skills and the ability to interpret and act on data insights.
• A proactive problem solver with strong troubleshooting and escalation judgment.
• Comfortable with ambiguity and able to take initiative in leading projects.
• Proven success working cross-functionally with all levels of the organization.
• Highly collaborative, driven, and passionate about elevating customer experience.
• Salary range: $80,000–$100,000 annually (annualized for a 6-month contract)

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