Job Title

Bloom is a full-service workplace design consultancy representing Poppy & Peonies on their search for a Director of Customer Experience to join their team. As Talent Advisors, we will be the liaison between our Bloom Partner and yourself during this recruitment process. We do not use fancy tech to search through resumes at Bloom; every resume is reviewed by a human to ensure that we attain a consistent and equitable interview process. You will directly join our clients team if you are selected as the successful candidate. We look forward to seeing your application! Hi, Im Natalie Dusome, Founder and CEO of Poppy & Peonies. At Poppy & Peonies, were a fun and energetic brand that believes style and function should always go hand-in-hand. Were passionate about creating practical pieces that make life a little easier and literally lighten the load. Building Poppy & Peonies has been an incredible adventure. It all started when my daughter Poppy was born, and I found that my accessories no longer fit my new life as a mom. I needed bags with pockets and organization that looked cool but also had functionality. When I couldnt find them, I decided to create them myself. And so, in 2015, Poppy & Peonies was born. Weve come a long way since thenfrom filling orders in my basement to appearing on Dragons Den, and now, expanding into new product categories and collaborating with exciting influencers and brands. It hasnt always been smooth sailing, but thanks to our incredible community, weve never felt more loved and supported! We believe in our responsibility to care for the environment and are passionate about preserving the health and welfare of our planet and the animals that live on it. Thats why all of our bags are made from high-quality vegan leather, and our entire product line is vegan, crueltyfree, and PETAapproved. We ship our products plasticfree and use a combination of recycled, compostable, and biodegradable materials to mitigate shipping waste. We are constantly looking for new ways to make our products and supply chain more sustainable, reducing our carbon footprint. The Opportunity: Lead the strategy and execution of Poppy & Peonies customer experience function across all customer touch points. Evaluate and improve current customer service operations to ensure fast, thoughtful, and consistent support. Develop scalable systems, processes, and workflows that allow the customer support team to grow alongside the business. Implement tools, reporting, and performance metrics to improve response times, resolution quality, and customer satisfaction. Build and implement a customer retention strategy designed to increase repeat purchases and strengthen longterm customer relationships. Analyze customer feedback, support tickets, and data to identify recurring issues and opportunities for improvement across the business. Partner with the marketing and product teams to ensure customer insights inform product development, messaging, and campaign strategy. Identify opportunities to elevate the postpurchase experience, including communication flows, order tracking, and loyalty initiatives. Build and lead a highperforming customer experience team that embodies the brands values and voice. Continuously evaluate new technologies, tools, and automation that can enhance the customer experience while maintaining a human touch. What You Bring to the Table: You have 7+ years of experience in customer experience, retention and customer support, or operations leadership. You have experience building or scaling customer support functions within a fastgrowing ecommerce or consumer brand. You bring strong expertise in customer retention, with a track record of building or improving strategies that convert existing customers into repeat buyers and increase lifetime value. You are passionate about creating thoughtful, customercentric experiences that build brand loyalty. You have strong operational thinking and enjoy building processes, systems, and workflows that improve efficiency. You are highly analytical and comfortable using customer data and feedback to inform decisions. You have experience leading and developing customer support teams. You have excellent communication skills and understand how to represent a brand through customer interactions. You thrive in a fastpaced, entrepreneurial environment where priorities can evolve quickly. You are proactive, solutionsoriented, and excited about improving systems from the ground up. Experience with customer support platforms (such as Gorgias, Zendesk, or similar tools) is an asset. Dont sweat it if you dont have everything listed above. We believe in growth and curiosity. If you have some of these qualities and are excited about this opportunity, then we want to hear from you! $120,000 - $140,000 a year The Recruitment Process Video screen with Niamh, Talent Advisor from Bloom Video interview with Stephanie, VP Operations & Erica, HR Advisor Take Home Assignment Video Interview with Natalie Dusome (Founder + CEO of Poppy & Peonies) Reference checks Offer Total Rewards - Annual Salary ranges from $120,000- $140,000 - 3 weeks of paid vacation per year - 5 additional flex days - $1,500 CAD annual health spending account - $250 CAD annual period & menstrual budget - $1,000 CAD annual allowance towards Poppy & Peonies product - $400 CAD home office setup allowance Location We are a fully remote team across North America. This role will be a fullyremote opportunity, however, there may be domestic or international travel for team gatherings and events! Like Bloom, Poppy & Peonies is a proud equal opportunity workplace committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Were looking for motivated and compassionate people who can execute from the ground up and support the work that Bloom Partner believes in. Poppy & Peonies is committed to developing an inclusive, barrierfree recruitment process and work environment. Please inform us if you require any accommodation, and we will work with you to meet your accessibility needs. Requests for any accessibilityrelated assistance can be made to [email protected]. #J-18808-Ljbffr