Director of Customer Experience

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 client’s team if you are selected as the successful candidate. We look forward to seeing your application!

Hi, I’m Natalie Dusome, Founder and CEO of Poppy & Peonies.

At Poppy & Peonies, we’re a fun and energetic brand that believes style and function should always go hand-in-hand. We’re 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 couldn’t find them, I decided to create them myself. And so, in 2015, Poppy & Peonies was born.

We’ve come a long way since then—from 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 hasn’t always been smooth sailing, but thanks to our incredible community, we’ve 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. That’s why all of our bags are made from high-quality vegan leather, and our entire product line is vegan, cruelty‑free, and PETA‑approved. We ship our products plastic‑free 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.

• 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 long‑term 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 post‑purchase experience, including communication flows, order tracking, and loyalty initiatives.
• Build and lead a high‑performing customer experience team that embodies the brand’s values and voice.
• Continuously evaluate new technologies, tools, and automation that can enhance the customer experience while maintaining a human touch.

• 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 fast‑growing e‑commerce 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, customer‑centric 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…