FAQs
What is the primary focus of the Director, Customer Experience role?
The primary focus is to lead the Customer Empowerment and Virtual Fitting teams, driving sales, brand loyalty, and customer satisfaction through collaboration with various departments.
What qualifications are required for this position?
Candidates should have 7+ years of experience leading customer experience functions in DTC or retail, with 5+ years managing remote teams, alongside expertise in data analysis and strong leadership skills.
What tools and platforms should the candidate be familiar with?
Candidates should be familiar with CX tools such as AI, Live Chat, Shopify, Kustomer, Medallia, and similar platforms.
How important is data analysis for this role?
Data analysis is crucial, as the Director will use analytics to recommend improvements, optimize virtual touchpoints, and provide insights for decision-making.
What type of company culture does Knix promote?
Knix promotes a collaborative, innovative, and inclusive culture, valuing diversity and empowering employees to contribute to the company's mission.
Is there a specific educational background required for this position?
A Bachelor’s degree in business or a related field is preferred, but equivalent experience will also be considered.
How does Knix prioritize customer experience?
Knix prioritizes customer experience by continuously refining processes, workflows, and policies based on customer feedback to deliver best-in-class service.
What kind of leadership style is expected for this role?
A collaborative and inspirational leadership style is expected, with a focus on developing and motivating teams to deliver exceptional customer experiences.
What is the expected team size for the Customer Experience department?
The role involves managing medium-sized teams, specifically around 25 remote team members across Canada.
How does Knix address inclusivity in the hiring process?
Knix embraces an inclusive and equitable hiring approach, ensuring that all candidates have the same experience and welcoming individuals from diverse backgrounds.