Head of Consumer Experience

Role Overview

Stars + Honey is a rapidly expanding functional nutrition company focused on removing the usual trade-off between health and enjoyment. Its products are designed to combine clean functionality with appealing taste, making daily wellness feel rewarding rather than restrictive.

As the business moves beyond its direct-to-consumer base and grows into national retail, it is looking for a Head of Consumer Experience to create and lead a high-performing consumer experience function.

This position is central to building a premium, consumer-first experience across every touchpoint, strengthening loyalty and advocacy, safeguarding the brand’s reputation, and converting consumer feedback into practical business improvements. The role also requires creating scalable processes and systems that can support continued growth.

The leader in this role will manage the full consumer experience strategy and operations across DTC, Amazon, and retail support channels, and will ensure all interactions reflect the brand’s warm, premium, and consumer-focused identity. This position reports to the Chief Brand & Commercial Officer.

Role Impact

As the leader of consumer experience, you will help define how people interact with Stars + Honey throughout their journey with the brand.

• You will design the standards, workflows, and support structure that ensure consumers receive timely, thoughtful, and effective help, while also helping the company learn from every interaction.
• You will oversee the experience from first purchase through repeat purchase, making sure each question, complaint, product concern, or positive moment deepens trust in the brand.
• You will act as the internal advocate for the consumer, working closely with Brand, Growth, Sales, Operations, and Product Development to surface opportunities, solve issues, and improve the overall experience.

This is an opportunity to build a consumer experience capability that does more than resolve issues—it strengthens loyalty, encourages advocacy, and supports long-term growth.

What You’ll Own

Consumer Care Operations

• Oversee and improve daily consumer support across email, website, social media, Amazon, and retail-related questions.
• Set clear expectations for service quality, response timing, and escalation handling.
• Create and maintain SOPs, workflows, and response guides.
• Make sure every interaction reflects the Stars + Honey brand voice and values.
• Look for ongoing opportunities to improve the consumer journey while increasing efficiency.

Consumer Satisfaction & Service Excellence

• Build a consumer experience function that people genuinely enjoy engaging with.
• Define, track, and improve key experience metrics.
• Monitor response speed, resolution quality, satisfaction results, and repeat issue patterns.
• Run regular quality checks and coaching sessions.
• Identify points of friction and introduce improvements.
• Develop systems that make it simple for consumers to get help when needed.

Reviews, Reputation & Brand Advocacy

• Track consumer sentiment across reviews, social channels, and support conversations.
• Own review management across Amazon, DTC, and major retail partners.
• Spot recurring themes and collaborate across teams to address root causes.
• Create programs that encourage ratings, reviews, referrals, and advocacy.
• Help convert happy consumers into brand champions.

Voice of Consumer & Insights

• Gather and interpret feedback from support channels, reviews, surveys, and social discussions.
• Spot trends, opportunities, and recurring concerns.
• Prepare regular Voice of Consumer reporting for leadership.
• Turn consumer input into actionable recommendations.
• Work with Brand, Product Development, Sales, and Operations to improve products, messaging, and experiences.

Consumer Recovery & Escalation Management

• Handle difficult consumer issues and product-related concerns with care and speed.
• Partner with Operations and Quality teams to investigate complaints and product feedback.
• Design recovery programs and best practices for service recovery.
• Create communication frameworks for sensitive situations.
• Ensure even challenging experiences leave consumers feeling heard and respected.

Systems, Technology & Scalability

• Own the tools and platforms used by the consumer experience team.
• Improve automation, workflows, and reporting.
• Create dashboards that give clear visibility into performance and consumer trends.
• Manage outside consumer care agencies and service partners.
• Build infrastructure that can scale with the business.

Team & Partner Leadership

• Hire, develop, and lead a strong consumer experience team.
• Manage external agencies and service partners.
• Set goals, accountability measures, and performance expectations.
• Promote a consumer-first culture across the organization.

What Success Looks Like in the First 6–12 Months

• Consumer response times improve meaningfully.
• Satisfaction scores exceed target benchmarks.
• Ratings and reviews improve across key channels.
• Recurring service issues and escalations decrease.
• A structured Voice of Consumer program is in place.
• Consumer feedback is regularly communicated and acted on across teams.
• Scalable systems and processes are implemented to support growth.
• Consumer experience becomes a real driver of loyalty, advocacy, and repeat purchases.

Why This Role Matters

This position is key to Stars + Honey’s goal of becoming a leading omnichannel nutrition brand by delivering excellent consumer experiences at scale, deepening consumer relationships, strengthening trust and advocacy, protecting brand reputation, and turning feedback into business improvements.

At Stars + Honey, the belief is that consumers should not have to compromise between health and indulgence—and this role helps ensure they do not compromise on the experience with the brand either.

Experience and Background

• 5–10+ years of experience in Consumer Experience, Customer Service, Consumer Care, Customer Success, or a related function.
• Background in scaling support operations for high-growth consumer brands.
• Experience in DTC, eCommerce, CPG, or omnichannel consumer businesses.
• Experience creating processes, systems, and teams in fast-moving environments.

Capabilities

• Strong understanding of consumer experience and customer service best practices.
• Comfortable building systems and solving operational problems.
• Highly consumer-focused with strong empathy and judgment.
• Analytical mindset with the ability to turn data and feedback into action.
• Effective collaborator across functions.

Leadership Traits

• Strong sense of ownership.
• Clear and effective communication.
• High attention to detail and operational discipline.
• Action-oriented with a mindset of continuous improvement.
• Genuine enthusiasm for building brands that people love.

Additional Information

This role is based in the Detroit Metropolitan Area and is structured as a full-time onsite position. The source does not specify salary, stipend, number of openings, start date, application deadline, or formal eligibility restrictions.