Director of Customer Experience

Thrive Causemetics is seeking a Director of Customer Experience to lead their team into a new phase of growth. This role requires a data-informed leader with a blend of operational excellence and leadership, prioritizing empathy with efficiency. The ideal candidate will champion customer experience, foster a culture of wellness, and leverage technology to enhance service and brand loyalty. They'll focus on building strong foundations and serving as a key connector between CX and other teams.

Requirements

• 10+ years of experience leading CX or customer care functions in a rapidly scaling DTC and/or omnichannel retail environment
• 5+ years of team management experience, including hybrid or distributed teams, with a history of coaching and developing diverse roles across customer support and education
• Deep passion for beauty with a pulse on trends, ingredients, and education
• Proven ability to translate beauty storytelling and product expertise into memorable, trust-building customer experiences
• Committed to cultivating teams that embody brand values and radiate excitement, fluency, and care across all channels
• Experience cultivating a team culture that blends customer support excellence with brand fluency, building a group of true beauty and brand experts who are aligned, empowered, and future-focused
• Expertise in platforms such as Zendesk and complementary tools for loyalty, reviews, returns, and service automation, along with curiosity for emerging tech and AI

Benefits

• Comprehensive medical
• Dental and vision plans
• 401(k) plan with employer matching
• Paid time off programs
• Employee discount/perks
• Life insurance
• Disability insurance
• Employee assistance programs