Looking for a job

J C

@jc07

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Customer Experience & retention leader driving churn reduction and CLV growth for DTC brands.

Zimbabwe

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What I'm looking for

A brand that treats retention as a growth lever, not an afterthought. The through-line across 15 years of luxury retail and DTC is the same everywhere: find why customers leave, then build the systems that keep them. Looking for a remote team that wants that owned end to end, not managed from a deck.

I’m a Customer Experience and retention leader with 7+ years building loyalty, lifecycle, and retention programs for high-growth DTC wellness and beauty brands. I blend frontline CX leadership with data-informed strategy to reduce churn and grow customer lifetime value.

At Nutrafol, I owned CX and customer operations across a $400M Amazon portfolio—aligning CX, content, and operations to protect revenue and drive growth. I designed customer communication frameworks that drove subscription retention, led cross-functional resolution of high-stakes customer issues, and partnered with marketing and operations on launches and promotional campaigns for incremental revenue.

Earlier, I hired, trained, and led a CX team delivering high-touch support at scale, building SOPs, training materials, and communication playbooks to increase service quality and consistency. I also managed 500+ daily customer inquiries at Reputation Management Specialist, surfacing sentiment and review trends to improve service and prevent risk, and I’m now advising DTC wellness brands as an Amazon Strategy Consultant on retention and growth strategy.

Experience

Work history, roles, and key accomplishments

Current

Design Consultant

Current

Arhaus

Feb 2026 - Present (4 months)

Guides clients through high-touch, consultative purchase decisions, managing a personal pipeline from first contact to close. Drives sales through proactive outreach and relationship-based follow-up.

Consultative Selling Clienteling Sales Pipeline Management High Touch Sales Customer Onboarding Conversion Focused Communication CRM

Current

Amazon Strategy Consultant

Current

RMSI

Jan 2025 - Present (1 year 5 months)

Advised DTC wellness brands on retention and growth strategy to improve marketplace positioning and buyer engagement. Built lifecycle messaging and educational content to move customers from consideration to repeat purchase.

Retention Strategy Lifecycle Marketing Educational Content Customer Journey Mapping Subscription CLV Growth

Amazon Operations Manager

Nutrafol

Jan 2021 - Jan 2025 (4 years)

Owned customer experience and retention across a $400M Amazon portfolio, aligning CX, content, and operations to protect revenue. Built customer communication frameworks and led cross-functional resolution of high-stakes customer issues to drive subscription retention and customer lifetime value.

CX Strategy Revenue Retention Customer Communications Escalation Management Cross Functional Operations SOP Development Amazon Seller Central

Reputation Management Specialist

Nutrafol

Jan 2020 - Jan 2021 (1 year)

Managed 500+ daily customer inquiries with accuracy and individualized care. Surfaced sentiment and review trends to inform service improvements and proactive risk prevention, while standardizing brand voice across customer touchpoints.

Sentiment Analysis Review Trend Monitoring Service Improvement SLA Management Zendesk

Customer Experience Manager

Nutrafol

Jan 2018 - Jan 2020 (2 years)

Hired, trained, and led a CX team delivering high-touch support at scale. Built SOPs, training materials, and communication playbooks, then streamlined CX workflows to improve customer lifetime value and support revenue growth.

CX Operations SOP Development Communication Playbooks Customer Retention Cross Functional Collaboration

Beauty Ambassador & Social Media

Neiman Marcus

Jan 2015 - Jan 2018 (3 years)

Drove sales through personalized clienteling and luxury-level service, delivering 1:1 beauty consultations to support confident purchase decisions. Planned in-store events and seasonal campaigns that increased engagement and conversion.

1:1 Consultation Consultative Selling Conversion Optimization Customer Engagement Service Excellence Social Media Coordination

Retail Manager & Artist

MAC Cosmetics

Jan 2010 - Jan 2015 (5 years)

Promoted to Assistant Manager and drove consistent revenue growth by coaching artists to sell with confidence. Delivered personalized consultations that built repeat business and strengthened customer relationships.

retail management Sales Coaching Artist Enablement Revenue Growth Repeat Business Development Customer Service Excellence In Store Operations