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Posted 1 week ago

Stars + Honey

Head of Consumer Experience

Apply View on Remote OK

Roles

Head of Consumer Experience Director of Consumer Experience Head of Customer Experience

Compensation

Salary period
unclear

Tech stack

Amazon

Required

Amazon

Location

Detroit Metropolitan Area

Work setup

Employment
part-time
Level
Senior
Remote policy
Remote (Source: Remote OK)
Remote scope
country-limited

Role details

Responsibilities

  • Own and elevate the day-to-day consumer experience across all channels
  • Manage consumer support across email, website, social media, Amazon, and retail-related inquiries
  • Establish service standards, response time expectations, and escalation protocols
  • Develop and maintain SOPs, workflows, and response playbooks
  • Ensure all consumer interactions reflect the Stars + Honey brand voice and values
  • Continuously identify opportunities to improve the consumer experience while increasing operational efficiency
  • Establish and monitor key consumer experience KPIs
  • Track and improve response times, resolution rates, satisfaction scores, and recurring issues
  • Conduct regular quality assurance reviews and coaching
  • Identify friction points and implement improvements
  • Monitor consumer sentiment across reviews, social channels, and support interactions
  • Own review management across Amazon, DTC, and key retail partners
  • Identify recurring themes and partner cross-functionally to address root causes
  • Build systems that encourage ratings, reviews, referrals, and advocacy
  • Collect and analyze feedback from support channels, reviews, surveys, and social conversations
  • Develop recurring Voice of Consumer reporting for leadership
  • Translate consumer feedback into actionable recommendations
  • Partner with Brand, Product Development, Sales, and Operations to improve products, experiences, and communications
  • Manage escalated service issues and product-related concerns
  • Partner with Operations and Quality teams to investigate product feedback and complaints
  • Develop consumer recovery programs and service recovery best practices
  • Create clear communication frameworks for handling sensitive situations
  • Own consumer experience platforms and tools
  • Improve workflows, automation, and reporting capabilities
  • Develop dashboards and reporting that provide visibility into performance and consumer trends
  • Manage external consumer care agencies and partners
  • Recruit, develop, and lead a high-performing consumer experience team
  • Manage external partners and agencies
  • Establish clear goals, accountability, and performance expectations
  • Foster a consumer-first mindset across the organization

Requirements

  • 5–10+ years of experience in Consumer Experience, Customer Service, Consumer Care, Customer Success, or related functions
  • Experience scaling support operations within high-growth consumer brands
  • Background in DTC, eCommerce, CPG, or omnichannel consumer businesses
  • Experience building processes, systems, and teams in fast-paced environments
  • Deep understanding of consumer experience and customer service best practices
  • Strong operator who enjoys building systems and solving problems
  • Highly consumer-centric with exceptional empathy and judgment
  • Strong analytical mindset with the ability to translate data and feedback into action
  • Effective cross-functional collaborator
  • High ownership mindset
  • Strong communication skills
  • Detail-oriented and operationally rigorous
  • Bias toward action and continuous improvement
  • Passion for building brands consumers genuinely love

Application

Please mention the word BRAVERY and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==).

Portfolio
not required
GitHub
not required
Cover letter
unclear
Apply flow
ats

Company context

eliminate compromise in health and indulgence

Product
Functional nutrition brand (consumer products)
Industry
Functional nutrition

Description

STARS + HONEY: Head of Consumer Experience ROLE OVERVIEW Stars + Honey is a fast-growing functional nutrition brand on a mission to eliminate compromise in health and indulgence. Our products deliver joyful flavor and clean functionality, making everyday wellness feel like a treat rather than a trade-off. As we enter our next phase of growth — scaling from a strong DTC foundation into national retail — we are seeking a Head of Consumer Experience to build and lead a best-in-class consumer experience function. This role is critical to: Delivering an exceptional consumer experience across every touchpoint Increasing consumer loyalty, repeat purchase, and advocacy Protecting and strengthening the Stars + Honey brand reputation Turning consumer feedback into actionable business insights Building scalable systems and processes that support rapid growth This leader will own the end-to-end consumer experience strategy and operations across DTC, Amazon, and retail support channels, ensuring every interaction reflects the premium, joyful, and consumer-first experience that defines Stars + Honey. This role reports to the Chief Brand & Commercial Officer. IMPACT OF THIS ROLE As Director of Consumer Experience, you will play a critical role in shaping how consumers experience Stars + Honey across every stage of their journey. You will build the systems, processes, and standards that ensure consumers receive thoughtful, timely, and effective support while helping the organization learn from every interaction. You will own the consumer experience from first purchase through repeat purchase, ensuring that every question, concern, product issue, and moment of delight strengthens trust in the brand. You will serve as the voice of the consumer internally, partnering closely with Brand, Growth, Sales, Operations, and Product Development to identify opportunities, solve problems, and improve the overall consumer experience.

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