Manager, Consumer Experience - Gorgias and Shopify
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Strategic Customer Experience & Operations Leader
With a proven track record in customer experience, operations, and team leadership, I specialize in driving consumer engagement, optimizing support functions, and leading high-performing teams. My expertise spans BPO management, data-driven decision-making, and cross-functional collaboration to enhance customer satisfaction and retention.
In my role at amika, I have successfully led the Consumer Experience team, overseeing direct-to-consumer engagement, loyalty strategies, and vendor partnerships. I have built and managed relationships with BPO partners, ensuring seamless service delivery and implementing process improvements that enhance efficiency and performance. My ability to analyze key customer metrics—such as AOV and CLV—has directly contributed to revenue growth and reduced support inquiries while maintaining high CSAT scores.
Beyond operational excellence, I excel at fostering collaboration across departments, ensuring that marketing, e-commerce, and product strategies align to create a seamless customer journey. My leadership philosophy centers on balancing innovation with operational efficiency, empowering teams, and leveraging insights to drive continuous improvement.
I am passionate about building and scaling customer experience functions that not only support but actively contribute to business growth. Whether leading teams, refining workflows, or developing customer-centric strategies, I bring a forward-thinking approach that elevates both brand and consumer loyalty.
Leveraged Gorgias analytics to increase AOV, and boost retention by identifying pain points, promoting upsell opportunities, personalizing loyalty program engagement, automating follow-ups, and tracking key performance metrics like loyalty program participation and customer lifetime value.
Led and optimized both on-shore and off-shore consumer experience teams, driving a high CSAT, achieving sales growth targets, and enhancing retention within the DTC channel.
Bachelor of Arts - BA, Business Administration and Management, Arts
