Director of Customer Experience

COMPANY:Hae CPG

POSITION:Director of Customer Experience

REPORTS TO:Founder

ROLE TYPE: Full-Time

OFFICE

LOCATION:

Headquartered in Brooklyn, NY but the role is fully remote

HOURS: Must be comfortable working EST hours, with occasional weekend and holiday coverage

Hae CPG is an operations, supply chain, and customer service partner for emerging and scaling beauty and wellness brands. We work as an extension of our clients’ internal teams, providing hands‑on execution and management to keep their businesses running smoothly as they scale.

Our growing Customer Experience division supports brands across every stage, from building the CX foundation pre‑launch to managing and optimizing established customer service programs. We combine hands‑on execution with strategic oversight, helping brands create thoughtful, scalable customer experiences as they grow.

Our CX services include day‑to‑day ticket management, pre‑launch CX setup, CX strategy, CRM setup and optimization, policy and SOP development, workflow and process optimization, escalation management, and customer feedback reporting and insights. As the division continues to grow, we’re focused on expanding our client portfolio, strengthening our team, and building a best‑in‑class CX offering for emerging brands.

The Director of Customer Experience will lead and grow Hae CPG’s CX function, with responsibility across client management, team leadership, CX strategy, and business development.

This is a hands‑on leadership role for someone who can move seamlessly between building the business and executing within it. You’ll oversee the CX team and client portfolio, develop strategies and recommendations for our brands, strengthen the systems and processes behind the department, and play an active role in bringing new CX business to Hae.

At the same time, we are a growing company with a lean team. No task is too big or too small, and this role is expected to remain close to day‑to‑day execution. You should be equally comfortable leading a client strategy conversation, pitching a prospective brand, building a CX workflow, coaching a team member, and jumping into the ticket queue when coverage or volume requires it.

We’re looking for someone who combines deep CX expertise with strong commercial instincts and an entrepreneurial mindset. You should understand what exceptional customer experience looks like, how to build the infrastructure behind it, and how to translate that expertise into a compelling service for growing brands.

• Own the overall performance, quality, and development of Hae CPG’s CX department
• Serve as the senior CX advisor across Hae’s client portfolio, providing strategic recommendations based on customer feedback, ticket trends, industry best practices, and brand needs
• Assess client CX operations and develop recommendations around policies, workflows, systems, staffing, and customer experience strategy
• Develop and oversee CX policies, SOPs, macros, workflows, automations, escalation paths, and service standards
• Lead pre‑launch CX strategy and setup for new brands, including CRM configuration, policies, workflows, macros, reporting, and escalation procedures
• Stay current on CX technology, tools, platforms, and industry best practices and identify opportunities to strengthen Hae’s CX offering
• Monitor department and client KPIs, including ticket volume, response and resolution times, CSAT, contact drivers, and other relevant metrics
• Translate CX data and customer feedback into actionable recommendations for clients

• Own senior‑level relationships across CX clients and serve as an escalation point
• Ensure consistent service quality, communication, and performance…