Head of Customer Experience & Sales

Overview

L.A. Burdick Chocolates - celebrated for its artisanal chocolates, pastries, and drinking chocolates - is seeking a Head of Customer Experience & Sales to lead and elevate our Customer Care function while supporting outbound sales and customer development.

This is a high-impact, hands-on leadership role for someone who combines exceptional customer experience leadership with commercial instinct. You will lead and develop the Customer Care team, strengthen service quality and responsiveness, refine tools and processes, and translate customer insights into measurable improvements in satisfaction and performance. You will also play an active role in outbound outreach and account development, helping grow customer relationships and revenue.

The ideal candidate is customer-focused, analytically minded, and energized by both service excellence and proactive selling - with strong judgment around using data, technology, and process improvement to continuously raise the bar. Success in this role will have a meaningful impact on business growth and performance.

This role is based full-time in our Boston, MA office, with occasional travel to the L.A. Burdick factory in Walpole, NH.

• Customer Experience Leadership
  • Lead, coach, and develop the Customer Care team to deliver best-in-class service across phone and email channels
  • Establish clear service standards, response targets, and quality benchmarks
  • Improve customer satisfaction, resolution speed, and Net Promoter Score (NPS)
  • Manage and resolve complex or escalated customer issues with professionalism and care
  • Build onboarding and ongoing training programs for Customer Care Representatives
  • Partner closely with Retail, E-Commerce, and Production teams to ensure a consistent, high-quality customer experience
  • Directly support customer communications and order handling during peak periods as needed
• Customer Experience Operations & Improvement
  • Develop and maintain Customer Care policies, workflows, and operating procedures
  • Refine tools, systems, and processes to support efficient, high-quality service
  • Identify and implement data-driven and technology-enabled improvements where they add value – leveraging Net Suite and other customer service tools
  • Build service metrics, dashboards, and reporting to track outcomes and support continuous improvement
  • Manage and track customer interactions, service performance, and sales activity
  • Analyze customer feedback and service trends to inform improvements
  • Identify and pursue new customer and account opportunities across corporate accounts and individuals
  • Conduct outbound outreach and follow-up with prospective and existing customers
  • Build and maintain strong customer relationships through thoughtful follow-up and proactive communication
  • Prepare quotes, process orders, and respond to customer inquiries in a timely manner
  • Promote and sell L.A. Burdick products with strong product knowledge and enthusiasm
  • Partner with internal teams on seasonal and strategic sales initiatives
• Cross-Functional Collaboration
  • Work closely with Retail, Production, and E-Commerce teams to resolve challenges and improve outcomes
  • Build strong working relationships across departments to improve communication and execution
  • Share customer insights to inform product, process, and service enhancements
  • Contribute to goals and strategies that support customer satisfaction and business growth

• 5+ years experience in customer experience, customer care, client services, or sales
• Experience leading or supervising a team
• Strong customer service and relationship-building skills
• Comfort with outbound sales and account development
• Experience with order processing and customer account management
• Data-driven and process-oriented mindset
• Experience with MS Office software and applications
• Experience using Net Suite is a plus
• Excellent communication and organizational skills
• Working knowledge of website functionality
• Able to perform well in a fast-paced, seasonal environment
• Flexibility in work hours to meet customer and seasonal business needs
• Comfortable working full-time in our Boston, MA office, with occasional travel to our Walpole, NH factory (access to reliable transportation required)
• Interest in specialty food, hospitality, or premium retail brands a plus
• Performance-based bonus
• Medical Insurance (Includes Wellness Incentive)
• Vision Insurance
• Paid Time Off
• Company matched 401K
• Voluntary life and disability plans
• Employee Assistance Program (EAP)
• Free daily drink of choice
• Complimentary chocolate tastings throughout the year
• Discount on all products

Founded in 1987, L.A. Burdick Chocolates is an artisan chocolatier dedicated to handcrafting European-inspired chocolates, pastries, and beverages. It has been praised for making one of the best chocolates and hot chocolates in the U.S. by Food & Wine, Zagat, Bloomberg, Travel + Leisure, among others. L.A. Burdick Chocolates has store locations in Boston, Cambridge, Brookline, Chicago, New York,…