Head of Customer Experience
Company:
Location: Remote
Published: 2026-06-12
STARS + HONEY: Head of Consumer ExperienceROLE OVERVIEWStars + Honey is a fast-growing functional nutrition brand on a mission to eliminate compromise in health and indulgence. Our products deliver joyful flavor and clean functionality, making everyday wellness feel like a treat rather than a trade-off.As we enter our next phase of growth â scaling from a strong DTC foundation into national retail â we are seeking a Head of Consumer Experience to build and lead a best-in-class consumer experience function.This role is critical to:Delivering an exceptional consumer experience across every touchpointIncreasing consumer loyalty, repeat purchase, and advocacyProtecting and strengthening the Stars + Honey brand reputationTurning consumer feedback into actionable business insightsBuilding scalable systems and processes that support rapid growthThis leader will own the end-to-end consumer experience strategy and operations across DTC, Amazon, and retail support channels, ensuring every interaction reflects the premium, joyful, and consumer-first experience that defines Stars + Honey.This role reports to the Chief Brand & Commercial Officer.IMPACT OF THIS ROLEAs Director of Consumer Experience, you will play a critical role in shaping how consumers experience Stars + Honey across every stage of their journey.You will build the systems, processes, and standards that ensure consumers receive thoughtful, timely, and effective support while helping the organization learn from every interaction.You will own the consumer experience from first purchase through repeat purchase, ensuring that every question, concern, product issue, and moment of delight strengthens trust in the brand.You will serve as the voice of the consumer internally, partnering closely with Brand, Growth, Sales, Operations, and Product Development to identify opportunities, solve problems, and improve the overall consumer experience.This is a unique opportunity to build a consumer experience function that not only supports consumers, but strengthens loyalty, drives advocacy, and contributes meaningfully to long-term brand growth.WHAT YOUâLL OWN1. Consumer Care OperationsOwn and elevate the day-to-day consumer experience across all channels:Manage consumer support across email, website, social media, Amazon, and retail-related inquiriesEstablish service standards, response time expectations, and escalation protocolsDevelop and maintain SOPs, workflows, and response playbooksEnsure all consumer interactions reflect the Stars + Honey brand voice and valuesContinuously identify opportunities to improve the consumer experience while increasing operational efficiencySuccess = fast response times, exceptional service, and consistently positive consumer experiences.2. Consumer Satisfaction & Service ExcellenceBuild a consumer experience function that consumers genuinely love interacting with:Establish and monitor key consumer experience KPIsTrack and improve response times, resolution rates, satisfaction scores, and recurring issuesConduct regular quality assurance reviews and coachingIdentify friction points and implement improvementsCreate systems that make it easy for consumers to get the help they needSuccess = stronger consumer satisfaction, fewer service issues, and increased consumer loyalty.3. Reviews, Reputation & Brand AdvocacyProtect and strengthen the Stars + Honey brand across every consumer touchpoint:Monitor consumer sentiment across reviews, social channels, and support interactionsOwn review management across Amazon, DTC, and key retail partnersIdentify recurring themes and partner cross-functionally to address root causesBuild systems that encourage ratings, reviews, referrals, and advocacyHelp turn satisfied consumers into passionate brand ambassadorsSuccess = stronger brand sentiment, increased positive reviews, and growing consumer advocacy.4. Voice of Consumer & InsightsServe as the voice of the consumer throughout the organization:Collect and analyze feedback from support channels, reviews, surveys, and social conversationsIdentify trends, opportunities, and recurring pain pointsDevelop recurring Voice of Consumer reporting for leadershipTranslate consumer feedback into actionable recommendationsPartner with Brand, Product Development, Sales, and Operations to improve products, experiences, and communicationsSuccess = consumer insights directly influence business decisions and help drive continuous improvement.5. Consumer Recovery & Escalation ManagementOwn resolution of complex consumer issues and ensure challenging situations become opportunities to build trust:Manage escalated service issues and product-related concernsPartner with Operations and Quality teams to investigate product feedback and complaintsDevelop consumer recovery programs and service recovery best practicesCreate clear communication frameworks for handling sensitive situationsSuccess = consumers leave even difficult interactions feeling heard, valued, and confident in the brand.6. Systems, Technology & ScalabilityBuild the infrastructure needed to support rapid growth:Own consumer experience platforms and toolsImprove workflows, automation, and reporting capabilitiesDevelop dashboards and reporting that provide visibility into performance and consumer trendsManage external consumer care agencies and partnersBuild systems that scale as the business continues to growSuccess = scalable infrastructure that supports exceptional service without sacrificing quality.7. Team & Partner LeadershipRecruit, develop, and lead a high-performing consumer experience teamManage external partners and agenciesEstablish clear goals, accountability, and performance expectationsFoster a consumer-first mindset across the organizationWHAT SUCCESS LOOKS LIKE (First 6â12 Months)Consumer response times improve significantlyConsumer satisfaction scores exceed established benchmarksRatings and reviews improve across key channelsRecurring service issues and escalations declineA structured Voice of Consumer program is establishedConsumer feedback is regularly shared and acted upon across the organizationScalable systems and processes are implemented to support future growthConsumer experience becomes a meaningful driver of loyalty, advocacy, and repeat purchaseWHO YOU AREExperience5â10+ years of experience in Consumer Experience, Customer Service, Consumer Care, Customer Success, or related functionsExperience scaling support operations within high-growth consumer brandsBackground in DTC, eCommerce, CPG, or omnichannel consumer businessesExperience building processes, systems, and teams in fast-paced environmentsCapabilitiesDeep understanding of consumer experience and customer service best practicesStrong operator who enjoys building systems and solving problemsHighly consumer-centric with exceptional empathy and judgmentStrong analytical mindset with the ability to translate data and feedback into actionEffective cross-functional collaboratorLeadership TraitsHigh ownership mindsetStrong communication skillsDetail-oriented and operationally rigorousBias toward action and continuous improvementPassion for building brands consumers genuinely loveWHY THIS ROLE MATTERSThis role is central to Stars + Honey's ambition to become a leading omnichannel nutrition brand by:Delivering exceptional consumer experiences at scaleBuilding deeper relationships with consumersStrengthening trust, loyalty, and advocacyProtecting and enhancing brand reputationTurning consumer feedback into meaningful business improvementsAt Stars + Honey, we believe consumers should never have to compromise between health and indulgence. This role ensures they never have to compromise on their experience with our brand, either.
