Head of Customer Experience

Job description

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission. By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale. With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order. Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures. As the Head of Customer Experience, you are the strategic visionary responsible for the end-to-end customer journey and the long-term health of our global enterprise portfolio. Reporting directly to the Vice President of Customer Experience, you will bridge the gap between high-level business strategy and operational execution. You will lead a high-impact organization of Directors and Managers, fostering a culture of radical customer-centricity and commercial rigor. Your mission is to scale a world-class CX framework that ensures 100% retention, optimizes P&L performance, and positions the company as a strategic partner to the world’s most complex brands. What You’ll Do: Strategic Leadership: Execute and operationalize the global CX roadmap, ensuring cross-functional alignment and measurable delivery against strategic objectives to create a seamless "onboarding-to-advocacy" lifecycle. Executive Governance: Lead executive engagement for top-tier accounts, partnering with the VP of CX on strategic escalations and enterprise-level decisions. P&L & Financial Stewardship: Own the financial health of the enterprise customer portfolio, driving account-level profitability, revenue optimization, renewal strategy, and disciplined management of margin, credits, and AR exposure Framework Architecture: Define and standardize the "Gold Standard" for account management, including the evolution of Quarterly Business Reviews (QBRs) and proactive churn-mitigation playbooks. Organizational Scaling: Lead, mentor, and scale a multi-layered team. You are responsible for succession planning and developing the next generation of CX leadership. Cross-Functional Synergy: Partner with Product, Operations, and Marketing to translate customer feedback into product roadmaps and operational improvements, ensuring the voice of the customer drives enterprise-wide change. Market Intelligence: Act as a thought leader, providing the Executive Leadership Team (ELT) with data-driven insights on competitive threats, market shifts, and emerging ecommerce trends. Basic Requirements: Experience: 12+ years in Customer Experience, Account Management, or Success Leadership, with at least 5 years in a "Manager of Managers" capacity within a high-growth environment. Commercial Mastery: Proven track record of managing multi-million dollar portfolios and successfully navigating high-stakes contract negotiations and renewals. Analytical Rigor: Ability to transform complex data sets into actionable strategies that improve Net Promoter Scores (NPS), Customer Satisfaction (CSAT), and Gross/Net Retention. Operational Excellence: Deep understanding of the "Integrations and Implementations" lifecycle—you understand that a great customer experience begins long before the first order is shipped. Influence & Presence: Exceptional communication skills with the ability to influence internal executive stakeholders and external C-suite clients. Strategic Growth Mindset: A history of identifying "white space" within existing accounts to drive upsell/cross-sell opportunities in collaboration with Sales teams. Ability to travel up to 50% domestically to our customer or network sites. Bonus Points: Domain Expertise: Deep background in Supply Chain, 3PL, Warehouse Fulfillment, or Global Ecommerce. Transformation Experience: Proven ability to lead teams through periods of significant organizational change or business transformation. Tech Savvy: Advanced proficiency in CRM ecosystems (Salesforce/Gainsight) and data visualization tools (Tableau/PowerBI).