VP, Customer Experience

| New York City, NY
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Candy’s mission is to deepen our connection to experiences that bring us joy. As fans. As collectors. As people creating lives, we’re passionate about living. We understand that connection because we’ve chased it since we were kids. We are unapologetic fans and serious collectors who see limitless possibilities in the digital revolution that’s disrupting – more like exploding – the way we engage and experience our favorite sports, music, art, and cultural icons.

We know the passion of being a die-hard fan and the need for the experience beyond the bleachers. We’re building a fully immersive storefront where fans can not only buy, sell, and trade their digital assets but also experience a fully immersive marketplace that gives our users enablement beyond imagination with their digital assets.

Fandom. Reimagined.


OUR INVESTORS:

  • Michael Rubin- Founder & CEO of Fanatics & Philadelphia 76ers co-owner 
  • Mike Novogratz - CEO of Galaxy Digital, Pioneer Investor
  • Gary Vaynerchuk- CEO of VaynerMedia, Social Media Entrepreneur.


SO YOU WANT TO JOIN CANDY?

We are looking for a Head of Customer Experience to join the Customer Experience Team! You are responsible for scaling & leading a first-class customer experience (CX) team. You will help fuel Candy’s success by building our foundation in exceptional customer rapport with our consumer base and driving the strategic priorities of the Customer Experience Team. You will play a leading role in improving customer relations, leading a team, and delivering a persistently high NPS. Above all, you will work closely with the Product and Technology department to establish a platform that provides a fast, effective, and delightful customer experience at all points of the customer journey.

We are searching for creative minds that are excited to take on challenges in the immediate while providing vision to the future. We want builders, innovators, and those that can not only think outside the box but collaborate outside the box.

AS OUR MOST VALUABLE PLAYER, YOU WILL...

  • Own overall CX performance, including meeting KPI goals, staffing, and management of customer channels and platform-tools
  • Proactively ensure that the voice of the customer is heard across the business to drive critical business decisions and improvements.
  • Recruit, Lead and Develop a best-in-class CX team
  • Identify opportunities and Outline Approaches to establish unique, scalable, delightful customer touchpoints
  • Build and manage weekly reporting and dashboards for CX toward key strategic metrics (NPS, Contact Volume, Response Time, etc.)
  • Work cross-functionally with Product, Technology, Operations, and Marketing teams to identify high-impact projects to improve the customer journey from end-to-end
  • Maintain a clear, data-driven POV on staffing needs, and advocate for staffing adjustments as needed


WHO ARE YOU?

  • You have a background of a high performing CD Manager with tenured experience coming from e-commerce (ideally focused on sports, media, and/or popular culture)
  • You have a strong familiarity with CRM platforms (e.g., Shopify, Recharge, Delighted, etc.)
  • You are an efficient and clear communicator, written and verbal
  • You have great organization with your time, documents, calendar, and project planner
  • You are comfortable in talking about any wellness-related topic
  • You have experience scaling a highly functional team
  • You are a solution seeker with a growth mindset
  • You have a love of sports, collectibles, blockchain & crypto, and/or collectibles!


You’ll Love Working here because...

  • Our People. You will be working with the top players who are the most talented, fun, supportive, and innovative leaders and teams. Aka, people you can be proud to work with!
  • Our Mission. We believe that we are building something great and that the best things we create will make the world a better place. Our goal is to deepen our connection through experiences to fans and collectors globally.
  • Perks. Our team-based culture provides the foundation for people to do their best work and constantly learn and grow. We offer a full slate of benefits, including competitive salaries, stock options, health coverage, and unlimited vacation. Given that we’re an early-stage startup, our benefits package continues to evolve as we do. Your ideas and suggestions matter to us! 


Our Core Values.

  • Trust. We safeguard the goal. We believe we will only succeed if we earn trust – trust of our people, trust of our customers, trust of our partners. We will strive to achieve and keep faith at all times.
  • Innovation. We dream big. We’re endlessly curious and constantly searching for the best, the better, and the never-before imagined.
  • Excellence. We take big swings. We have high expectations of ourselves in everything we do.
  • Grit. We push past the finish line until the last second. Giving up is not an option. We will always find a way. 
  • Inclusion. We are a team player, and we are in it together. We believe that diverse thinking comes from different thinkers, and we need all perspectives to come together and win.
  • Authenticity. We are the real deal and always authentic in what we create, our dealings with others, and in who we are as human beings. 
  • Accountability. We carry the ball. We hold ourselves to the highest moral and ethical standards. We will be fair and honest and take responsibility for our actions.

 

More Information on Candy
Candy operates in the Blockchain industry. The company is located in New York City, NY. Candy was founded in 2021. It has 49 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Daily sync. To see all 6 open jobs at Candy, click here.
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