Director, Customer Experience

About the job:
Full-time
OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.

OUR VALUES

EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices.

QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.

WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we’re all about high quality essentials that bring enjoyment to daily life.

WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.

ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.

FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.

OUR TEAM AND SUCCESS

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc. 

THE IDEAL CANDIDATE

The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.

We are seeking a dynamic and experienced individual to lead our evolving Customer Experience function as the Director, Customer Experience. The ideal candidate is a top-tier business operator, with a strong analytical toolkit, the ability to solve complex problems from first principles, and a deeply-rooted bias for action. They will be adept at working with senior, cross-functional partners to drive substantial, ongoing improvement in our business. They will be energized to help build a category-defining company in a still-evolving space. And they will be able to work mostly autonomously in the relentless pursuit of their goals.

Responsibilities
Lead our evolving Customer Experience function, working primarily on maximizing revenue retention throughout the entire customer journey
Work upstream with Quince business owners to eliminate churn-driving defects at their root, while partnering downstream with Customer Service to ensure we consistently retain every customer’s trust and loyalty when issues occur
Develop the plan to drive outsized customer revenue retention for customers experiencing a defect in their Quince journey
Own “contact rate” – the % of orders contacting customer service – as a North Star metric and work to reduce it significantly over time
Work with upstream business owners to integrate new categories, business lines, and geographies into our existing service delivery operations
Drive a culture of customer obsession company-wide; that we do what’s right for our customers even when it’s hard for our business
Qualifications
You ideally have an MBA and/or top-tier consulting experience
You have a sharp analytical toolkit, and are able to frame problems, gather data, and run basic, accurate analysis, independently
You have an ability to solve complex operating problems from first principles, typically getting deep into data and/ or the physical world to find root causes
You are an owner; someone who is relentless in the pursuit of their goals
You are comfortable working as an individual contributor, and are able to go from creating a strategy at 30,000 ft to implementing it on the ground at 3 ft
You have a track record of partnering across large, complex organizations to achieve your objectives
You’re a leader, having previously built and led growing, high-performing teams
You have an innate bias to action, moving quickly to do today what could be put off until tomorrow
You iterate, working to improve 1% everyday
You’re an excellent verbal and written communicator, able to share complex updates and learnings succinctly and quickly