Head of Customer Experience

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. This is a unique opportunity to build a consumer experience function that not only supports consumers, but strengthens loyalty, drives advocacy, and contributes meaningfully to long-term brand growth. WHAT YOU’LL OWN 1. Consumer Care Operations 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 Success = fast response times, exceptional service, and consistently positive consumer experiences. 2. Consumer Satisfaction & Service Excellence Build a consumer experience function that consumers genuinely love interacting with: • 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 • Create systems that make it easy for consumers to get the help they need Success = stronger consumer satisfaction, fewer service issues, and increased consumer loyalty. 3. Reviews, Reputation & Brand Advocacy Protect and strengthen the Stars + Honey brand across every consumer touchpoint: • 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 • Help turn satisfied consumers into passionate brand ambassadors Success = stronger brand sentiment, increased positive reviews, and growing consumer advocacy. 4. Voice of Consumer & Insights Serve as the voice of the consumer throughout the organization: • Collect and analyze feedback from support channels, reviews, surveys, and social conversations • Identify trends, opportunities, and recurring pain points • 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 Success = consumer insights directly influence business decisions and help drive continuous improvement. 5. Consumer Recovery & Escalation Management Own resolution of complex consumer issues and ensure challenging situations become opportunities to build trust: • 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