Director of Customer Experience

Job description

Bloom is a full-service workplace design consultancy, proudly supporting Poppy & Peonies in their search for a Director of Customer Experience to join their dynamic team. As Talent Advisors, we serve as the bridge between our Bloom Partner and you throughout the recruitment process. At Bloom, we don’t rely on automated tools to sift through applications—every resume is carefully reviewed by a real person to ensure a fair and consistent interview process. If selected, you’ll join Poppy & Peonies directly as a valued member of their team. We’re excited to consider your application! Please note that applications will be accepted throughout the holiday season. Thank you for your patience and interest in this opportunity! Hi, I’m Natalie Dusome, Founder and CEO of Poppy & Peonies. At Poppy & Peonies, we’re a fun and energetic brand that believes style and function should always go hand-in-hand. We’re passionate about creating practical pieces that make life a little easier and literally lighten the load. Building Poppy & Peonies has been an incredible adventure. It all started when my daughter Poppy was born, and I found that my accessories no longer fit my new life as a mom. I needed bags with pockets and organization that looked cool but also had functionality. When I couldn’t find them, I decided to create them myself. And so, in 2015, Poppy & Peonies was born. We’ve come a long way since then—from filling orders in my basement to appearing on Dragons’ Den, and now, expanding into new product categories and collaborating with exciting influencers and brands. It hasn’t always been smooth sailing, but thanks to our incredible community, we’ve never felt more loved and supported! We believe in our responsibility to care for the environment and are passionate about preserving the health and welfare of our planet and the animals that live on it. That’s why all of our bags are made from high-quality vegan leather, and our entire product line is vegan, cruelty-free, and PETA-approved. We ship our products plastic-free and use a combination of recycled, compostable, and biodegradable materials to mitigate shipping waste. We are constantly looking for new ways to make our products and supply chain more sustainable, reducing our carbon footprint. About The Opportunity As our Director of Customer Experience, you will lead the strategy and operations behind one of the most important parts of our brand: how our customers feel when they interact with us. This role is uniquely balanced, with a strong dual focus on customer retention and customer support strategy - equally prioritizing the optimization of current service operations and development of initiatives that turn first-time buyers into loyal, repeat customers. From the moment someone discovers Poppy & Peonies to long after they receive their order, you will ensure every touchpoint reflects the care, quality, and community that defines our brand. This role will focus on improving our customer support operations, implementing systems and processes that allow us to scale, and building a thoughtful retention strategy that keeps customers coming back. You will work cross-functionally with marketing, operations, and leadership to turn customer insights into meaningful improvements across the business. Your work will play a key role in strengthening customer loyalty as Poppy & Peonies continues to grow across North America. This role is ideal for someone who believes that customer experience is more than support—it’s a core growth driver for the brand. Does this sound like you? Are you passionate about creating exceptional customer experiences? Do you enjoy building systems and processes that allow teams to scale? Do you love turning customer insights into meaningful improvements across a business? If you answered yes, yes, and yes—keep reading! The Opportunity Lead the strategy and execution of Poppy & Peonies’ customer experience function across all customer touch points. Evaluate and improve current customer service operations to ensure fast, thoughtful, and consistent support. Develop scalable systems, processes, and workflows that allow the customer support team to grow alongside the business. Implement tools, reporting, and performance metrics to improve response times, resolution quality, and customer satisfaction. Build and implement a customer retention strategy designed to increase repeat purchases and strengthen long-term customer relationships. Analyze customer feedback, support tickets, and data to identify recurring issues and opportunities for improvement across the business. Partner with the marketing and product teams to ensure customer insights inform product development, messaging, and campaign strategy. Identify opportunities to elevate the post-purchase experience, including communication flows, order tracking, and loyalty initiatives. Build and lead a high-performing customer experience team that embodies the brand’s values and voice. Continuously evaluate new technologies, tools, and automation that can enhance the customer experience while maintaining a human touch. What You Bring to the Table You have 7+ years of experience in customer experience, retention and customer support, or operations leadership. You have experience building or scaling customer support functions within a fast-growing e-commerce or consumer brand. You bring strong expertise in customer retention, with a track record of building or improving strategies that convert existing customers into repeat buyers and increase lifetime value. You are passionate about creating thoughtful, customer-centric experiences that build brand loyalty. You have strong operational thinking and enjoy building processes, systems, and workflows that improve efficiency. You are highly analytical and comfortable using customer data and feedback to inform decisions. You have experience leading and developing customer support teams. You have excellent communication skills and understand how to represent a brand through customer interactions. You thrive in a fast-paced, entrepreneurial environment where priorities can evolve quickly. You are proactive, solutions-oriented, and excited about improving systems from the ground up. Experience with customer support platforms (such as Gorgias, Zendesk, or similar tools) is an asset. Don’t sweat it if you don’t have everything listed above. We believe in growth and curiosity. If you have some of these qualities and are excited about this opportunity, then we want to hear from you! Location We’re a fully remote team spread across North America, which means you can work from wherever you do your best thinking, problem-solving, and customer-obsessing. While this role is fully remote, there may be opportunities for domestic or international travel for team get-togethers, special events, and the occasional chance to connect in person. The Interview Process Video screen with Niamh, Talent Advisor from Bloom Video interview with Stephanie, VP Operations & Erica, HR Advisor Take Home Assignment Video Interview with Natalie Dusome (Founder + CEO of Poppy & Peonies) Reference checks Offer Our Commitment to you. Like Bloom, Poppy & Peonies is proud to be an equal opportunity workplace. We arecommittedto equitable employment practices and do not discriminate on the basis of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We’re looking for motivated, compassionate people who are excited to contribute, grow with the team, and support the values that Poppy & Peonies believes in. Poppy & Peonies is committed to developing an inclusive, barrier-free recruitment process and work environment. Please inform us if you require any accommodation, and we will work with you to meet your accessibility needs. Requests for any accessibility-related assistance can be made to niamh@buildwithbloom.com. We believe transparency matters, especially as technology evolves. At Bloom, we may leverage AI as a supportive tool when developing role descriptions, interview questions, take home assignments, and interview guides, where appropriate, with the goal of improving clarity, consistency, and accessibility for candidates. However, we do not use AI to source, assess, screen, or interview candidates. Every application is reviewed by a human, every interview is conducted by a human, and all hiring decisions are made by people, not automated systems. Human judgment, care, and accountability are central to how we hire. About Bloom Bloomis a full-service workplace design consultancy representing Poppy & Peonies at they build their team. As Talent Advisors, we will be the liaison between our Bloom Partner and yourself during this recruitment process. We do not use fancy tech to search through resumes at Bloom; every resume is reviewed by a human to ensure that we attain a consistent and equitable interview process. You will directly join our client’s team if you are selected as the successful candidate. We look forward to seeing your application! Bloom is a full-service workplace design consultancy, proudly supporting Poppy & Peonies in their search for a Director of Customer Experience to join their dynamic team. As Talent Advisors, we serve as the bridge between our Bloom Partner and you throughout the recruitment process. At Bloom, we don’t rely on automated tools to sift through applications—every resume is carefully reviewed by a real person to ensure a fair and consistent interview process. If selected, you’ll join Poppy & Peonies directly as a valued member of their team. We’re excited to consider your application! Please note that applications will be accepted throughout the holiday season. Thank you for your patience and interest in this opportunity! Hi, I’m Natalie Dusome, Founder and CEO of Poppy & Peonies. At Poppy & Peonies, we’re a fun and energetic brand that believes style and function should always go hand-in-hand. We’re passionate about creating practical pieces that make life a little easier and literally lighten the load. Building Poppy & Peonies has been an incredible adventure. It all started when my daughter Poppy was born, and I found that my accessories no longer fit my new life as a mom. I needed bags with pockets and organization that looked cool but also had functionality. When I couldn’t find them, I decided to create them myself. And so, in 2015, Poppy & Peonies was born. We’ve come a long way since then—from filling orders in my basement to appearing on Dragons’ Den, and now, expanding into new product categories and collaborating with exciting influencers and brands. It hasn’t always been smooth sailing, but thanks to our incredible community, we’ve never felt more loved and supported! We believe in our responsibility to care for the environment and are passionate about preserving the health and welfare of our planet and the animals that live on it. That’s why all of our bags are made from high-quality vegan leather, and our entire product line is vegan, cruelty-free, and PETA-approved. We ship our products plastic-free and use a combination of recycled, compostable, and biodegradable materials to mitigate shipping waste. We are constantly looking for new ways to make our products and supply chain more sustainable, reducing our carbon footprint. About The Opportunity As our Director of Customer Experience, you will lead the strategy and operations behind one of the most important parts of our brand: how our customers feel when they interact with us. This role is uniquely balanced, with a strong dual focus on customer retention and customer support strategy - equally prioritizing the optimization of current service operations and development of initiatives that turn first-time buyers into loyal, repeat customers. From the moment someone discovers Poppy & Peonies to long after they receive their order, you will ensure every touchpoint reflects the care, quality, and community that defines our brand. This role will focus on improving our customer support operations, implementing systems and processes that allow us to scale, and building a thoughtful retention strategy that keeps customers coming back. You will work cross-functionally with marketing, operations, and leadership to turn customer insights into meaningful improvements across the business. Your work will play a key role in strengthening customer loyalty as Poppy & Peonies continues to grow across North America. This role is ideal for someone who believes that customer experience is more than support—it’s a core growth driver for the brand. Does this sound like you? Are you passionate about creating exceptional customer experiences?Do you enjoy building systems and processes that allow teams to scale?Do you love turning customer insights into meaningful improvements across a business? If you answered yes, yes, and yes—keep reading! Our Commitment to you. Like Bloom, Poppy & Peonies is proud to be an equal opportunity workplace. We are committed to equitable employment practices and do not discriminate on the basis of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We’re looking for motivated, compassionate people who are excited to contribute, grow with the team, and support the values that Poppy & Peonies believes in. Poppy & Peonies is committed to developing an inclusive, barrier-free recruitment process and work environment. Please inform us if you require any accommodation, and we will work with you to meet your accessibility needs. Requests for any accessibility-related assistance can be made to niamh@buildwithbloom.com.We believe transparency matters, especially as technology evolves.At Bloom, we may leverage AI as a supportive tool when developing role descriptions, interview questions, take home assignments, and interview guides, where appropriate, with the goal of improving clarity, consistency, and accessibility for candidates. However, we do not use AI to source, assess, screen, or interview candidates. Every application is reviewed by a human, every interview is conducted by a human, and all hiring decisions are made by people, not automated systems. Human judgment, care, and accountability are central to how we hire.About BloomBloom is a full-service workplace design consultancy representing Poppy & Peonies at they build their team. As Talent Advisors, we will be the liaison between our Bloom Partner and yourself during this recruitment process. We do not use fancy tech to search through resumes at Bloom; every resume is reviewed by a human to ensure that we attain a consistent and equitable interview process. You will directly join our client’s team if you are selected as the successful candidate. We look forward to seeing your application!