Experienced Director of Customer Experience – Crafting Exceptional Experiences for arenaflex

At arenaflex, we're on a mission to revolutionize the craft industry by delivering unparalleled customer experiences that drive loyalty, retention, and revenue. As a strategic, data-driven, and tech-savvy Director of Customer Experience, you'll play a pivotal role in shaping our customer-first mindset and elevating every interaction. If you're a seasoned leader with a passion for crafting exceptional experiences, we want to hear from you.

• *About arenaflex**

arenaflex is a market leader in the craft industry, renowned for its commitment to quality, innovation, and customer satisfaction. With a strong presence in Vancouver, WA, and a growing team of dedicated professionals, we're poised for continued growth and success. Our company culture is built on a foundation of collaboration, empathy, and a shared passion for delivering exceptional experiences.

• *The Role**

As our Director of Customer Experience, you'll lead the charge in developing and implementing a modern, scalable CX strategy that drives business growth and customer satisfaction. You'll oversee a dedicated team, collaborate cross-functionally with operations, marketing, product, and sales, and use both data and empathy to improve service delivery, engagement, and satisfaction. This is a high-impact role for someone who's part strategist, part maker – ready to roll up their sleeves and craft exceptional experiences that drive loyalty, retention, and revenue.

• *Key Responsibilities**

• Lead, mentor, and grow CX team across multiple craft brands
• Own team hiring, development, structure, and performance management
• Coach and develop supervisors
• Evaluate and optimize our Zendesk setup; build automation, views, macros, and reporting
• Lead the design and implementation of CSX AI tools to improve efficiency and personalization
• Build a customer-friendly returns process from the ground up
• Define, track, and improve key KPIs: CSAT, resolution time, one-touch resolution, repeat purchase rate
• Deliver clear, actionable performance reports to leadership – without fluff
• Collaborate across ops, brand, marketing, and finance to improve the full customer journey
• Improve NetSuite + Zendesk & Shopify + Zendesk integration and support team in using both systems more effectively
• Spearhead the launch of Live Chat and help define a cost-efficient, high-touch service model
• Constantly seek ways to do more with less: increasing quality and connection without overspending

• *Success in This Role Looks Like**

• KPIs are clearly defined, tracked, and visible – and team performance improves quarter over quarter
• The team is trained, engaged, and aligned with business goals
• Our CSAT scores hit 98%+, with a noticeable lift in repeat purchase rate and CX-driven conversion
• Customers describe our service as the best in the industry
• You've created a high-performing team that's both human and efficient – and you're proud of them

• *Requirements**

• 5–8+ years leading CX teams in fast-paced eCommerce or DTC brands
• Deep experience with Zendesk (admin level) and CX-focused AI tools
• Proven ability to coach managers and build scalable team structures
• Strong data literacy – you can build dashboards, find patterns, and make them actionable
• Experience working with NetSuite, Shopify, and support teams on operational tools
• Track record of launching new channels (like live chat) and building systems from scratch
• A customer-first mindset, but you understand that happy customers = business growth

• *You'll Thrive Here If You**

• Lead with curiosity, not ego
• Love building things, not just maintaining them
• Enjoy helping people grow – especially other leaders
• See service as a key driver of brand, loyalty, and revenue
• Want to build something best-in-class – affordably

• *Benefits**

Our compensation package is designed to match industry standards and account for factors like your geographical location, expertise, and years of experience. In addition to a competitive salary, you'll be eligible for the company's bonus plan and a wide range of benefits.

• Starting pay range: $80,000 to $90,000 per year
• Multiple medical, dental, and vision plan options after 30 days (with company contributions to the premium costs)
• Healthcare Savings and Flexible Spending Accounts
• Company-paid Life, Short- and Long-Term Disability benefits
• 401(k) Retirement Savings Plan with Employer Match
• Generous paid time off and holiday pay policies
• Employee discounts at all arenaflex companies!

• *How to Apply**

If you're a seasoned leader with a passion for crafting exceptional experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and explore how you can join our team at arenaflex.