Head of Customer Experience

About Stord

Stord stands as a prominent Consumer Experience Company delivering seamless checkout and fulfillment services for leading brands. The company is experiencing rapid revenue growth and aims to double its revenue in the next 18 months by scaling teams company-wide. Stord integrates comprehensive commerce technology with high-volume fulfillment services, managing over $10 billion in commerce annually via its platforms like OMS, WMS, and operator-built software. Trusted by numerous DTC and B2B brands, Stord operates from its headquarters in Atlanta with facilities across the US, Canada, and Europe, supported by top-tier investors.

Role Overview

The Head of Customer Experience will serve as the strategic leader ensuring an exceptional end-to-end customer journey and the sustained health of the enterprise portfolio globally. Reporting to the Vice President of Customer Experience, this role blends business strategy with operational execution, leading a team of Directors and Managers and promoting a culture centered on customer focus and commercial discipline.

Key Responsibilities

• Implement and manage the global customer experience roadmap for a seamless progression from onboarding to advocacy, ensuring alignment across functions and measurable achievement of strategic goals.
• Lead top-level executive interactions for major accounts, collaborating with senior leadership on strategic escalations and critical decisions.
• Oversee financial aspects of the enterprise portfolio, including profitability, revenue strategies, renewals, margin controls, credit management, and accounts receivable exposure.
• Develop and institutionalize best-practice frameworks for account management, including evolving Quarterly Business Reviews and proactive strategies to reduce customer churn.
• Build and expand a multi-layered leadership team, focusing on mentoring, succession planning, and leadership development.
• Collaborate with Product, Operations, and Marketing teams to transform customer insights into actionable product advancements and operational enhancements.
• Provide the executive leadership with insightful market and competitive intelligence related to ecommerce trends and potential challenges.

Candidate Qualifications

• Minimum of 12 years in Customer Experience, Account Management, or Customer Success leadership roles, including at least 5 years managing managers in high-growth settings.
• Demonstrated commercial expertise managing multi-million dollar accounts with successful contract negotiations and renewal execution.
• Strong analytical skills to interpret complex data and derive strategies enhancing NPS, CSAT, and customer retention rates.
• In-depth knowledge of customer integration and implementation processes, recognizing the importance of experience prior to order fulfillment.
• Excellent communication abilities to influence both internal executives and external C-suite stakeholders effectively.
• Proven ability to identify revenue growth opportunities within existing accounts in coordination with sales teams.
• Willingness and ability to travel up to 50% within the country to client or network locations.

Preferred Skills and Experience

• Expertise in Supply Chain, Third-Party Logistics, Warehouse Fulfillment, or Global Ecommerce sectors.
• Track record of leading teams through significant change and business transformations.
• Strong proficiency with CRM tools such as Salesforce and Gainsight, along with data visualization software like Tableau or Power BI.