Customer Experience Lead (he/she/they)

About Trafilea

Trafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have our own online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is committed to creating high-quality products and services that enhance the customer experience and drive long-term growth. 

Customer Experience @ Trafilea At Trafilea, we foster a culture of collaboration, innovation, and continuous learning. We believe in investing in our people and providing them with the support and development opportunities they need to grow both personally and professionally. With our remote-first approach, you'll have the freedom to work from anywhere in the world, surrounded by a diverse and talented team that spans the globe.

We are looking for a Customer Experience Lead, to improve the shopping experience for our customers. This role focuses on representing customer interests in all business decisions by emphasizing the importance of customer feedback and insights ( Voice of the Customers ). The Customer Experience Lead will monitor and analyze critical KPIs, including:

• Subscription Churn, Net Collection and Return Rate: Loyalty - SHM Club, Club + and Autoship

• Cancellation Rate ( US and INT )

• Refund and Return Rate ( US and INT )

• Product Rating and Fit As Expected ( FAE ) Performance: Assesses customer satisfaction with our products.

• Net Promoter Score (NPS): Gauges overall customer loyalty and satisfaction.

• Operation Support Productivity: Lead will also handle back-office team that execute all the changes, cancelation, refund, replacement requests, etc.