Senior Director, CX

Senior Director, CX

The Senior Director of Customer Experience (CX) will lead the full customer journey across Scentbird and Drift, from first interaction through long-term retention. Reporting directly to the CMO, this department leader will define and execute the CX vision, driving measurable excellence across customer satisfaction, responsiveness, efficiency, impact on sales and brand affinity.

This role is both strategic and operational—responsible for building scalable, tech-driven processes that enhance customer satisfaction while optimizing key CX performance metrics. The ideal candidate combines a deep understanding of CX processes, consumer behavior, and AI-powered automation with a relentless focus on customer-centric business results.

What You’ll Be Responsible For:

CX Strategy & Leadership

• Develop and execute a unified CX strategy and roadmap for Scentbird and Drift that aligns with business growth, marketing, and retention goals.
• Lead and inspire a high-performing CX organization spanning Tier 1, Social Media and Tier 2 verticals.
• Champion a culture of innovation and data-driven decision-making.
• Partner cross-functionally with Marketing, Product, Tech, and Operations to elevate and operationalize every touchpoint across the customer journey.

Operational Excellence & Performance Metrics

• Own, track and continuously improve performance across core CX metrics:
• • CSAT (Customer Satisfaction) – Achieve consistently high satisfaction scores through quality service and proactive experience design.
  • CX NPS (Net Promoter Score) – Drive advocacy by removing friction points and building emotional connection.
  • First Response Time – Minimize wait times and ensure timely engagement across all support channels.
  • Full Resolution Time – Improve speed-to-resolution through smarter routing, AI tools, and agent enablement.
  • % Self-Service – Expand and optimize self-service solutions to empower customers and reduce dependency on live support.
  • Cost per Contact – Increase efficiency through automation, workflow design, and smart resource allocation.
• Implement training, playbooks, and technology to support the delivery of CX KPIs.

Technology, AI, and Automation

• Lead the adoption and integration of AI, chatbots, automation tools, and self-service systems to scale CX without compromising quality.
• Partner with engineering and product teams to enhance CX technology stack
• Use data analytics and predictive insights to identify opportunities for personalization, proactive support, and churn prevention.
• Continuously evaluate new technologies that improve operational efficiency and customer outcomes.

Retention, Loyalty & Lifecycle

• Own post-purchase engagement strategies to reduce churn, increase repeat purchase rate, and grow LTV.
• Collaborate with CRM and lifecycle marketing teams to optimize messaging and touchpoints across the customer journey.

Voice of Customer & Insights

• Build a Voice of Customer (VoC) program that integrates data from CX support channels, surveys, reviews, and social media.
• Synthesize insights into clear, actionable recommendations for product, marketing, and operations teams.
• Regularly report customer sentiment and KPI trends to the executive team, highlighting key wins and opportunities.

What We’ll Love About You:

• A customer-obsessed, performance-driven mindset—balancing empathy with efficiency.
• Experience using AI and automation to scale support operations and drive ROI.
• The ability to lead with data, connecting brand purpose to measurable results.
• A collaborative, entrepreneurial approach suited to fast-moving, high-growth environments.

What You’ll Need to Have:

• 10+ years of experience in customer experience, ideally within DTC, subscription, consumer technology or lifestyle brands.
• Proven success leading CX organizations at scale, with accountability for measurable performance improvement.
• Expertise in CX systems, analytics, and AI tools (experience with Kustomer a plus).
• Deep understanding of CX KPIs, cost optimization, and customer journey mapping.
• Strong analytical, operational, and leadership skills with the ability to influence at the executive level.
• Passion for technology, and building meaningful customer relationships.

What You’ll Love About Us: 

• Competitive base compensation
• Bonus program
• Referral bonus
• Remote first*
• Paid Time Off and Wellness Time Off 
• Paid Parental Leave
• 401k with Company Match through Fidelity
• Medical, Dental, and Vision Benefits
• Company provided Life insurance, Short-term & Long-term Disability 
• Flexible Spending Accounts, as well as Dependent Care Flexible Spending Accounts
• Annual Education Stipend
• Complimentary Scentbird Membership
• Discounts on Owned Brands
• Monthly virtual team building/ educational activities
• A fun, creative and energetic work environment

We are hiring in the following states: California, Florida, Illinois, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Texas, Virginia, Washington

About Scentbird:

Scentbird inspires fragrance lovers to go beyond the ordinary and sample scents that evoke passion, confidence, and the unknown. Our mission is to revolutionize the way we perfume by bringing the ultimate fragrance playground right to your fingertips and offering a digital subscription service that lets members choose from over 500+ designer perfumes each month.

About the Brands:

• Scentbird: The easiest way for fragrance lovers to discover, try, and buy their favorite scented products without a commitment.

• Drift: Drift began as an alternative to all of the tacky air care products on the market. Our products are designed to blend in, with amazing scents that stand out. We take pride in our fragrances, keeping them free from the traditional chemicals used in the fragrance industry. We are always phthalate and paraben free. We never skimp on quality of our scents or the products that deliver them. Our design ethos is simple but effective. We love our community, those who won’t settle for ordinary, and we want to deliver a best in class experience.

• Deck of Scarlet: Deck of Scarlet is on a mission to break the clean category, redefining what clean fragrances should smell like. Composed entirely of vegan, cruelty-free ingredients, our fragrances bridge the gap between the clean and luxury categories, using the highest eau de parfum concentrations housed in sculptural, eye-catching bottles. You shouldn’t have to choose between being luxe and refined, or clean and vegan—now, you don’t have to.
• Confessions Of A Rebel: We were born in 2018, holding fast to the idea that the fragrance industry was in dire need of a change. When we looked around, all we saw was a sea of sameness: outdated archetypes of femininity and masculinity paired with unrelatable images of luxury that we had no say in. In truth, we are complex in ways that cannot be contained in the traditional heteronormative stereotypes, existing beyond the binary with raw, unfiltered voices that deserve to be heard.
• Goodhabit: Enriched with a blend of essential oils, Goodhabit’s clean, vegan, cruelty-free fragrances act as bottled intentions you set free with each mist. Our scents are designed to help you align with the good habits you’re building, while working to enhance and boost your mood. Inhale, exhale, and let the good energy flow through you.
• Sanctuary: Created for those who care about the fate of our planets, Sanctuary offers fragrance for a better future.   Our clean, community-driven fragrances are inspired by endangered species and their habitats, each aimed at raising money and awareness for the preservation of their namesake.
  

Scentbird is committed to bringing individuals from different backgrounds and perspectives into the Nest. We strive to uphold an inclusive environment where individuals of all different backgrounds, ages, colors, ethnicities, gender, or gender identities, genetics, physical or mental abilities, protected veteran status, race, religious or sexual orientation, thrive. We respect the laws enforced by the EEOC and are dedicated internally to going above and beyond in fostering diversity. Come as you are - we’re excited to meet you.