ipsy Customer Experience Director Job in San Mateo, CA | Glassdoor

Customer Experience Director

ipsy – San Mateo, CA

Job Description

We're looking for an extraordinary individual to lead our customer experience at ipsy. Our community is large, active, and at the center of our business. We aim to delight our community by providing the best beauty products at an outstanding value, creating a fun and engaging experience on our site and social media platforms.The customer experience director is the primary customer advocator at ipsy. She or he can balance the requirements of running ipsy’s operation efficiently while at the same time delighting our customers.


Key responsibilities:

  • Develop comprehensive customer experience approach: identify all relevant touch points and interactions and create a roadmap for improvements.
  • Define customer experience’s goals and develop improvement plans; manage priorities and execute cross functional initiatives.
  • Supervise day-to-day customer experience by coordinating the interaction between customer service and operations team. Manage trade-offs between customer satisfaction, performance and support.
  • Manage escalation and occasional crisis.
  • Forecast demand, anticipate problems and develop solutions.
  • Manage customer service and operations team.



Qualifications:

  • MBA from top university preferred.
  • Minimum 3 years of management experience in operations and customer service in e-commerce environment or in strategy consulting.
  • Experience in retail, beauty or fashion is preferred but not required.
  • Demonstrated ability to use quantitative and qualitative data to prioritize and influence work prioritization. Advance understanding of excel is required. Business or financial planning experience is preferred.
  • A broad perspective on the overall customer on-line retail experience from discovery to consumption.
  • Proven ability to drive and manage multiple, competing priorities and projects with urgency in a fast-paced environment where continuous innovation is desired.
  • Demonstrated strong attention to detail including precise and effective customer communications.
  • Passion for ipsy’s mission and goals.



About ipsy:

If you are passionate about beauty and style and love discovering and exploring the newest looks and beauty products, ipsy is the company for you. ipsy is an online community for discovering and sharing beauty and style products through video. Using videos from our well-loved YouTube stylists, as well as videos from our devoted and engaged user community, we are changing the way women learn about and experience beauty products.

We are looking for passionate people to join our team. Based at our beautiful new HQ in San Mateo, ipsy is funded by top-tier VCs and angel investors.