Head of Customer Experience

Head of Customer Experience

Stars + Honey is a rapidly growing functional nutrition brand dedicated to eliminating compromise between health and indulgence. We offer products that combine joyful flavor with clean functionality, making everyday wellness feel like a treat. As we expand from a strong direct-to-consumer (DTC) foundation into national retail, we are seeking a Head of Customer Experience to build and lead a best-in-class customer experience function.

This role is crucial for delivering an exceptional consumer experience across all touchpoints, increasing consumer loyalty, repeat purchases, and advocacy, while protecting and strengthening the Stars + Honey brand reputation. You will transform consumer feedback into actionable business insights and build scalable systems and processes to support rapid growth.

Reporting to the Chief Brand & Commercial Officer, this leader will own the end-to-end consumer experience strategy and operations across DTC, Amazon, and retail support channels, ensuring every interaction reflects the premium, joyful, and consumer-first experience that defines Stars + Honey.

Key Responsibilities

• Consumer Care Operations: Own and elevate day-to-day consumer experience across email, website, social media, Amazon, and retail inquiries. Establish service standards, develop SOPs, and ensure all interactions align with brand voice and values.
• Consumer Satisfaction & Service Excellence: Build a customer experience function that consumers love. Establish and monitor key KPIs, track and improve response times, resolution rates, satisfaction scores, and recurring issues. Conduct quality assurance reviews and implement improvements.
• Reviews, Reputation & Brand Advocacy: Monitor consumer sentiment across reviews and social channels. Own review management and identify recurring themes to address root causes cross-functionally. Build systems to encourage ratings, reviews, referrals, and advocacy.
• Voice of Consumer & Insights: Serve as the voice of the consumer internally by collecting and analyzing feedback. Identify trends, opportunities, and pain points, developing regular Voice of Consumer reporting for leadership. Translate feedback into actionable recommendations for Brand, Product Development, Sales, and Operations.
• Consumer Recovery & Escalation Management: Own the resolution of complex consumer issues and challenging situations. Partner with Operations and Quality teams to investigate product feedback and complaints, developing consumer recovery programs and best practices.
• Systems, Technology & Scalability: Own consumer experience platforms and tools, improving workflows, automation, and reporting capabilities. Develop dashboards and manage external partners to build scalable infrastructure.
• Team & Partner Leadership: Recruit, develop, and lead a high-performing consumer experience team and manage external partners. Foster a consumer-first mindset across the organization.

What Success Looks Like (First 6-12 Months)

• Significant improvement in consumer response times.
• Consumer satisfaction scores exceeding established benchmarks.
• Improved ratings and reviews across key channels.
• Decline in recurring service issues and escalations.
• Establishment of a structured Voice of Consumer program.
• Consumer feedback regularly shared and acted upon.
• Implementation of scalable systems and processes.
• Customer experience becomes a meaningful driver of loyalty, advocacy, and repeat purchase.

Requirements

• 5-10+ years of experience in Customer Experience, Customer Service, Consumer Care, or Customer Success.
• Experience scaling support operations within high-growth consumer brands.
• Background in DTC, eCommerce, CPG, or omnichannel consumer businesses.
• Proven experience building processes, systems, and teams in fast-paced environments.
• Deep understanding of customer experience and service best practices.
• Strong operational skills with a problem-solving mindset.
• Exceptional empathy, judgment, and a consumer-centric approach.
• Strong analytical skills to translate data and feedback into action.
• Effective cross-functional collaborator.
• High ownership mindset, strong communication skills, and attention to detail.
• Bias toward action and continuous improvement.
• Passion for building brands consumers genuinely love.

What We Offer

• A unique opportunity to build a consumer experience function that drives loyalty, advocacy, and long-term brand growth.
• The chance to shape how consumers experience Stars + Honey across their entire journey.
• A role central to the company's ambition to become a leading omnichannel nutrition brand.
• The ability to ensure consumers never have to compromise on their experience with our brand.

This is an onsite role located in the Detroit Metropolitan Area.