Head of Customer Experience

Stars + Honey is a fast-growing functional nutrition brand seeking a Head of Consumer Experience to build and lead a best-in-class consumer experience function as they scale from DTC to retail. The role focuses on delivering exceptional consumer interactions, increasing loyalty, and strengthening brand reputation.

Location: Detroit Metropolitan Area

Responsibilities

• Own and elevate the day-to-day consumer experience across all channels including email, website, social media, Amazon, and retail inquiries.
• Establish service standards, response time expectations, and escalation protocols.
• Develop and maintain SOPs, workflows, and response playbooks.
• Ensure all consumer interactions reflect the Stars + Honey brand voice and values.
• Continuously identify opportunities to improve the consumer experience while increasing operational efficiency.
• Build a consumer experience function that consumers genuinely love interacting with, including establishing and monitoring KPIs, tracking response times, resolution rates, satisfaction scores, and recurring issues.
• Conduct regular quality assurance reviews and coaching.
• Identify friction points and implement improvements.
• Create systems that make it easy for consumers to get help.
• Monitor consumer sentiment across reviews, social channels, and support interactions.
• Own review management across Amazon, DTC, and retail partners.
• Identify recurring themes and address root causes.
• Build systems that encourage ratings, reviews, referrals, and advocacy.
• Serve as the voice of the consumer by collecting and analyzing feedback, developing reports, and translating feedback into actionable recommendations.
• Manage escalated service issues and product-related concerns, developing recovery programs and communication frameworks.
• Build infrastructure to support rapid growth, including platforms, workflows, automation, and reporting.
• Manage external consumer care agencies and partners.
• Recruit, develop, and lead a high-performing consumer experience team, managing external partners and fostering a consumer-first mindset.

Requirements

• 5–10+ years of experience in Consumer Experience, Customer Service, Consumer Care, Customer Success, or related functions.
• Experience scaling support operations within high-growth consumer brands.
• Background in DTC, eCommerce, CPG, or omnichannel consumer businesses.
• Experience building processes, systems, and teams in fast-paced environments.
• Deep understanding of consumer experience and customer service best practices.
• Strong operator who enjoys building systems and solving problems.
• Highly consumer-centric with exceptional empathy and judgment.
• Strong analytical mindset with the ability to translate data and feedback into action.
• Effective cross-functional collaborator.