Director of Customer Experience

MAËLYS is one of the fastest-growing global D2C startups with a self-built e-commerce platform that allows us to leverage data and optimize marketing funnels to bring clinically tested body care products to women worldwide. With years of rapid growth and millions of customers worldwide, MAËLYS is on track to become one of the biggest body care brands in the world.

We are a team of people who want to make lasting, impactful changes, who live (and love) to see results, who innovate with passion, and who love a good sense of humor. Is our vibe your vibe?

We are looking for a Director of Customer Experience with a strategic and analytical mindset to lead and elevate our customer experience team. In this role, you will act as the primary liaison between our customers and internal departments, driving the execution of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) while designing new, efficient processes aimed at boosting our Customer Satisfaction (CSAT) score.

Your life at MAËLYS will look like…

Leading and managing the customer experience team to deliver top-tier customer satisfaction, engagement, and retention.
Collaborating with cross-functional teams, including marketing, tech, product development, and operations, to create and implement a best-in-class customer experience strategy.
Analyzing and leveraging both internal and external data, such as product usage, ACE score, refunds, and chargebacks, to identify trends, challenges, and opportunities, ensuring a seamless customer journey across all touchpoints.
Acting as the voice of the customer by collecting and sharing feedback, ensuring it informs product and process improvements.
Providing actionable insights and recommendations that influence key decision-making in service management and customer operations.
Establishing and standardizing practices, principles, and templates for the customer support teams to ensure consistency and global adoption.
Overseeing budgetary planning and decisions related to customer experience infrastructure and operational needs.
Leading readiness initiatives for new platforms, products, or solutions to ensure smooth integration into customer support processes.

You will thrive in this role if you have…

Deep understanding of emerging customer experience channels and technologies, including CRM systems, social media, chat platforms, and customer support software.
Experience in managing a team - a must.
A strategic mindset paired with the ability to execute tactically.
A collaborative, team-oriented approach with a willingness to handle tasks of all sizes.
Exceptional English communication skills, both written and verbal, with a strong ability to write, edit, and proofread.
Familiarity with the Kustomer platform or similar customer service tools.
Strong interpersonal and client service skills, with the ability to build relationships across all levels of management and with customers.
A flexible, adaptable approach to evolving business needs and priorities.
The ability to manage multiple tasks, stay organized, and maintain focus under pressure in a fast-paced environment.