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Director of Customer Experience - Job Opportunity at dbrand

Remote, Canada
Full-time
Senior
Posted: April 16, 2025
Remote
CAD 100,000-130,000 per year

Benefits

Comprehensive health insurance with emphasis on preventive care
Premium dental coverage supporting long-term oral health
Vision care plan covering modern vision needs
Profit sharing program aligned with company success
Group Retirement Savings Plan (GRSP) with company matching
Remote work flexibility with full autonomy

Key Responsibilities

Strategic CX leadership: Define and execute comprehensive customer experience strategies across all touchpoints
Operational excellence: Optimize support infrastructure and workflows while maintaining quality standards
Team development: Build and mentor high-performing CX teams in collaboration with Customer Experience Manager
Data-driven decision making: Analyze customer insights to drive business improvements and strategic planning
Cross-functional leadership: Champion customer needs across product development, UX design, and brand strategy
Crisis management: Oversee social media presence and manage critical customer issues
Process optimization: Enhance self-service options while maintaining human connection
Training program development: Create and implement continuous education frameworks

Requirements

Education

Degree in Communications, Marketing, or Business (considered an asset)

Experience

5+ years of proven experience managing and scaling high-performance Customer Experience teams

Required Skills

Omnichannel support management Customer engagement & retention strategies Zendesk platform expertise Data analytics proficiency Mobile technology knowledge Leadership capabilities Problem-solving abilities Strategic planning
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Sauge AI Market Intelligence

Industry Trends

The CX industry is experiencing a significant shift towards AI-enhanced support systems while maintaining human touchpoints E-commerce brands are increasingly differentiating through premium customer experience rather than price competition Remote CX leadership roles are becoming standard as companies embrace distributed team structures

Salary Evaluation

The offered salary range of CAD 100,000-130,000 is competitive for a senior CX role in the Canadian market, particularly given the remote nature and company's growth stage

Role Significance

Based on company scale and scope, likely managing a team of 15-25 CX professionals through direct and indirect reporting lines
Executive-level position with direct impact on company strategy and brand perception

Key Projects

Customer experience transformation initiatives Support platform optimization and automation integration Team scaling and development programs Crisis management protocol development Customer feedback loop implementation

Success Factors

Ability to balance automation with human touch in customer interactions Strong data analytics capabilities for decision-making Experience with high-growth environments and rapid scaling Cultural fit with brand's direct and assertive communication style Track record of building and maintaining high-performing teams

Market Demand

High demand position reflecting the growing importance of customer experience in e-commerce and tech sectors, particularly for brands focused on premium positioning

Important Skills

Critical Skills

Leadership and team development expertise for scaling operations Data analysis capabilities for strategic decision-making Crisis management and social media expertise Strong understanding of automation and human-touch balance

Beneficial Skills

Project management methodologies Change management experience International market understanding Mobile technology industry knowledge

Unique Aspects

Distinctive brand voice and communication style requiring specific cultural alignment
Strong emphasis on perfectionism and attention to detail
Direct challenge to candidates in job posting indicates high-performance culture
Blend of e-commerce operations with premium brand positioning

Career Growth

2-4 years in role before advancement, depending on company growth and market conditions

Potential Next Roles

Chief Customer Officer VP of Operations Chief Experience Officer Global Head of Customer Success

Company Overview

dbrand

dbrand is a direct-to-consumer leader in device customization and protection, known for innovative products and distinctive brand voice

Market leader in their niche with strong brand recognition and loyal customer base
Global e-commerce operation with Canadian headquarters, serving international markets
High-performance culture with emphasis on perfection, innovation, and direct communication
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