Customer Experience Manager

Yumwoof is a company focused on transforming pet nutrition, and they are seeking an experienced Customer Experience Manager to enhance the customer journey across their global subscription business. This role involves leading retention strategies, optimizing customer operations, and driving measurable business impact through cross-functional collaboration.

Responsibilities:

• Lead Subscription Retention Strategy: Own initiatives that reduce monthly churn, improve save rates, optimize failed payment recovery, and strengthen cohort retention performance
• Optimize CX Operations: Implement QA scorecards, SLAs, and performance frameworks that increase efficiency, reduce cost-per-ticket, and improve CSAT and NPS
• Manage & Develop Team Performance: Lead, mentor, and elevate CS team, creating accountability, growth paths, and a performance-driven culture
• Drive Automation & Systems Improvement: Optimize help center content, build automation workflows, improve macro libraries, and leverage AI-assisted support tools to reduce ticket volume without sacrificing brand voice
• Own CX Tech Stack: Oversee systems including Shopify, subscription platforms (Recharge/Skio), Gorgias/Zendesk, Klaviyo integrations, and SMS tools to ensure scalable, efficient workflows
• Support Global Operations: Partner with Operations and 3PL providers to address international shipping challenges, cross-border logistics, damaged shipments, and perishable product issues
• Build Executive-Level Reporting: Develop and present monthly dashboards covering churn, save rate, refund rate, cost-to-serve, automation rate, and CSAT—translating CX data into actionable insights for leadership
• Own subscription retention performance by reducing churn, improving save rates, strengthening failed payment recovery, and minimizing refund leakage to protect margin and increase LTV
• Optimize the end-to-end subscription experience across onboarding, renewal, pause/cancel, and win-back journeys to drive long-term loyalty and brand differentiation
• Lead Voice of Customer (VoC) initiatives, translating insights from support, surveys, reviews, and social channels into actionable improvements across product, marketing, and operations
• Establish and own core CX metrics (CSAT, NPS, churn, save rate, cost-to-serve, automation rate), delivering executive-level reporting and accountability
• Increase automation and self-service effectiveness while maintaining brand voice and customer satisfaction
• Build structured QA, coaching, and performance systems to elevate team output and operational efficiency
• Partner cross-functionally to resolve systemic customer pain points and create proactive education and engagement initiatives that deepen emotional connection and advocacy
• Forecast CX staffing and operational needs in alignment with revenue growth

Requirements:

• 5+ years of CX leadership experience within DTC subscription brands
• Experience in CPG, pet, food, wellness, or regulated consumer goods strongly preferred
• Proven success reducing churn and improving retention metrics
• Strong understanding of subscription economics (LTV, CAC payback, cohort analysis)
• Hands-on experience with Shopify and subscription platforms
• Experience with CX platforms, Gorgias, and automation tools
• Strong analytical mindset with ability to translate data into operational improvements
• Excellent cross-functional communication and leadership skills