Director of Customer Experience, Havenly Brands
$120k
More information about location
Interior design services
Job no longer available
Interior design services
201-500 employees
Job no longer available
$120k
More information about location
201-500 employees
Company mission
To open the door to better living and redefine how people shop for home.
Role
Who you are
- Experienced CX leader with a track record in customer service, operations, or experience strategy within retail, ecommerce, or multi-brand environments
- Skilled in leading large, geographically distributed teams (onshore and offshore) through growth and transformation
- Data-driven operator with fluency in CX systems (e.g., Kustomer), order management platforms (NetSuite, Shopify, 3PL WMS), and analytics tools
- Resilient and adaptable, able to lead through complexity, ambiguity, and change while keeping teams engaged and motivated
- A collaborative leader who breaks down silos and builds strong cross-functional partnerships
- Positive, empathetic, approachable, and able to balance high performance standards with humor, levity, and humanity
- The ideal candidate is a customer-obsessed operator who balances brand nuance with operational rigor
- They thrive on improving satisfaction and loyalty while driving efficiency, scalability, and measurable business impact
What the job involves
- Havenly is seeking a Director of Customer Experience (CX) to lead support strategy, operations, and innovation across our six-brand portfolio
- Reporting to the VP of Operations, this leader will own the full customer journey, overseeing both onshore and offshore teams to deliver consistently exceptional service at scale
- Customer Experience Strategy
- Define and execute a holistic CX strategy across six distinct consumer brands, ensuring both consistency and brand-specific service differentiation
- Champion a customer-first culture through strong leadership, coaching, and organizational alignment
- Design and optimize multi-channel support strategies (email, phone, chat, SMS, social, emerging platforms) to meet customers wherever they are
- Operations & Technology
- Own customer service platforms, helpdesk operations, and automation initiatives to improve speed, quality, and cost-per-contact
- Lead the deployment of AI-powered solutions that scale service delivery while preserving human connection and empathy
- Oversee CX workforce strategy, including in-house team development, offshore resource management, and vendor partnerships
- Cross-Functional Leadership
- Partner with supply chain, product, marketing, and finance to streamline order management, enhance customer communications, and reduce avoidable contacts
- Build and evolve Voice of Customer programs, leveraging CSAT, NPS, and qualitative insights to inform product, merchandising, and operational roadmaps
- Influence cross-brand initiatives to balance customer delight with sustainable margins
- Analytics & Performance
- Establish clear CX KPIs, dashboards, and reporting tools (e.g., Looker) to drive transparency and accountability
- Lead CX forecasting and budgeting, aligning resources with projected contact volumes and business growth goals
- Apply data-driven insights to prioritize initiatives, quantify ROI, and translate customer feedback into measurable improvements
Our take
Founded in 2014, Havenly Brands has grown to be a major player in the online interior design space. It operates the brands Havenly, Interior Define, Burrow, The Citizenry, The Inside and St. Frank - delivering ways for people to more easily make their spaces their own.
One of the ways it does this is by connecting consumers with professional interior designers and product purchase recommendations through the Havenly platform. These consultations put the company ahead of simple visualization services, by making what is typically an inaccessible service affordable to more people.
Along with the sector at large, Havenly Brands has seen a healthy upswing in recent years. As it continues to build out its family of brands, its unique approach to the interior design business could see it win big.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$28m
SERIES C
Oct 2019
$32m
SERIES C
Total funding: $85.9m
Company HQ
River North Art District, Denver, CO
Leadership
Lee (Motayed) Mayer
(Co-Founder & CEO)A Columbia and Harvard Business School graduate who started out in Strategic Development at Canon. They also worked at Bain & Company from 2009 to 2011.
Emily Motayed Lancaster
(Co-Founder)They have an MBA from the Wharton School and were Chief of Staff at Bread. They also co-founded Nurture& and Livi Beauty.
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