As a result of our growth and expansion, we are seeking a Director of Customer Experience to oversee the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. This position is based in New York, and reports to the SVP, Marketing in London. This role works closely with our Marketing Managers to support our geo-marketing efforts in providing insights and processes that help grow our customer base, and the business of existing customers in all our markets; with the Director, Growth Marketing to improve Skimlinks’ reputation, and help monitor quality of responses to customers; and with Product Marketing to develop customer-centric product strategies driven by user data.
About Us:
Connexity, a Taboola company and its affiliate companies, Skimlinks and ShopYourLikes, is a global e-commerce monetization platform, with offices in NYC, Los Angeles, London and Germany. We work with over 60,000 premium publishers (Condé Nast, Hearst Magazines, Yahoo…) and 48,500 retailers around the world (Nordstrom, Wayfair, Lululemon, Urban Outfitters, Coach…) driving new shoppers to retailers and helping content producers get paid commissions for the products and brands they write about. This gives us a direct view of the browsing and shopping behaviors of over 650 million users. Our technology understands the web pages users visit, the brands and products they look at, the links they click on, and the purchases they make, across our entire network. We track over $5b affiliated sales every year.
Connexity was acquired by Taboola in 2021 to make the first Open-Web Source for Publishers connecting editorial content to product recommendations, where readers can easily buy products related to stories they are reading.
General Responsibilities of the Role:
- Analysis of consumer behavior data to identify opportunities to grow our share of the market through new products, services, process or thought leadership
- Champion the voice of the customer within the organization, ensuring that customer feedback and insights are integrated into product development and service enhancements
- Drive the development of selected customer stories, including written case studies and supporting the planning and management of video case studies
- Develop a company-wide understanding of the NPS survey results and empower everyone to contribute to solutions that improve customer satisfaction
- Track customer satisfaction in external platforms like Trustpilot
- Collaborate with other departments, such as sales, marketing, and product development, to ensure that the customer experience is integrated across the company
- Develop and implement internal training programs and resources for new and existing employees
- Manage a team of 2 business and insights analysts
Requirements
- 5+ years of leadership experience in a customer experience/success oriented role
- Proven track record of success in developing and implementing customer experience strategies
- Deep understanding of customer journey mapping and customer analytics
- Excellent communication and interpersonal skills
- Ability to manage and lead a team effectively
- Comfortable manipulating data in Looker, Excel or Google Sheets
- Superb written, visual and verbal presentation skills
- Capability to turn numbers into a compelling story and actionable insights
- A growth and agile mindset to develop new ways of doing things and improving output
- Curiosity to work at the intersection of the media and commerce industries in a tech environment
- Attention to detail
- Travel to London 2x/year
- Bachelor’s Degree or equivalent work experience
Benefits
Voted “Best Places to Work,” our culture is driven by self-starters, team players, and visionaries. Headquartered in Santa Monica, the company operates sites and business services in the US, UK, EMEA and APAC. We offer top benefits including flexible time off, paid holidays, competitive comp, team events and more!
- Health Care Plans (Medical, Dental & Vision)
- Retirement Plan (401k Matching)
- Life Insurance (Basic, Voluntary & AD&D), LTD & STD
- Paid Leave Benefits (Maternity, Paternity & Medical)
- Learning & Development Program (educational tool)
- Flexible work schedules
- Free Food & Snacks
- Wellness Resources
- Equity
We are committed to providing a culture at Connexity that supports the diversity, equity and inclusion of our most valuable asset, our people. We encourage individuality, and are driven to represent a workplace that celebrates our differences, and provides opportunities equally across gender, race, religion, sexual orientation, and all other demographics. Our actions across Education, Recruitment, Retention, and Volunteering reflect our core company values and remind us that we’re all in this together to drive positive change in our industry.
The pay range for this position is $120,000 – $140,000. The pay offered may vary depending on several factors such as job-related knowledge, skills, and experience. Compensation packages include a variety of perks such as Bonus, Equity, 401(k) match, and rich benefits.
This position is based in NY and currently hybrid (2 days/week in office)