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 best practices
• Create clear communication frameworks for handling sensitive situations
• Success = consumers leave even difficult interactions feeling heard, valued, and confident in the brand.

6. Systems, Technology & Scalability

Build the infrastructure needed to support rapid growth:

• 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
• Build systems that scale as the business continues to grow

Success = scalable infrastructure that supports exceptional service without sacrificing quality.

7. Team & Partner Leadership

• 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

WHAT SUCCESS LOOKS LIKE (First 6–12 Months)

• Consumer response times improve significantly
• Consumer satisfaction scores exceed established benchmarks
• Ratings and reviews improve across key channels
• Recurring service issues and escalations decline
• A structured Voice of Consumer program is established
• Consumer feedback is regularly shared and acted upon across the organization
• Scalable systems and processes are implemented to support future growth
• Consumer experience becomes a meaningful driver of loyalty, advocacy, and repeat purchase

WHO YOU ARE

Experience

• 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

Capabilities

• 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

Leadership Traits

• High ownership mindset
• Strong communication skills
• Detail-oriented and operationally rigorous
• Bias toward action and continuous improvement
• Passion for building brands consumers genuinely love

WHY THIS ROLE MATTERS

This role is central to Stars + Honey's ambition to become a leading omnichannel nutrition brand by:

• Delivering exceptional consumer experiences at scale
• Building deeper relationships with consumers
• Strengthening trust, loyalty, and advocacy
• Protecting and enhancing brand reputation
• Turning consumer feedback into meaningful business improvements
• At Stars + Honey, we believe consumers should never have to compromise between health and indulgence. This role ensures they never have to compromise on their experience with our brand, either.