Customer Experience Lead (he/she/they)

About Trafilea

Trafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have our own online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is committed to creating high-quality products and services that enhance the customer experience and drive long-term growth.

Customer Experience @ Trafilea At Trafilea, we foster a culture of collaboration, innovation, and continuous learning. We believe in investing in our people and providing them with the support and development opportunities they need to grow both personally and professionally. With our remote-first approach, you'll have the freedom to work from anywhere in the world, surrounded by a diverse and talented team that spans the globe.

We are looking for a Customer Experience Lead, to improve the shopping experience for our customers. This role focuses on representing customer interests in all business decisions by emphasizing the importance of customer feedback and insights ( Voice of the Customers ). The Customer Experience Lead will monitor and analyze critical KPIs, including:

• Subscription Churn, Net Collection and Return Rate: Loyalty - SHM Club, Club + and Autoship

• Cancellation Rate ( US and INT )

• Refund and Return Rate ( US and INT )

• Product Rating and Fit As Expected ( FAE ) Performance: Assesses customer satisfaction with our products.

• Net Promoter Score (NPS): Gauges overall customer loyalty and satisfaction.

• Operation Support Productivity: Lead will also handle back-office team that execute all the changes, cancelation, refund, replacement requests, etc.

Requirements

Experience/ Qualifications

• Expertise in Data Analysis
  
• Experience in handling NPS, Detractors, Refund and Return rate
• Process Management
• Leading people would be an advantage
• Customer-Centric Mindset
• Attention to Detail
• Project Management
• Strategic Thinking:
• Customer Journey Mapping
• Leadership and Influencing
• Decision Making

What we offer:

• Collaborate with world-class talents in a data-driven, dynamic, energetic work environment.

• Opportunity to grow and develop both professionally and personally.

• Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion.

• Openness to new ideas and initiatives.

• Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more!

We've been recognized by Forbes and FlexJobs as one of the Top 25 Companies for Remote Workers. Apply now!