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Customer Experience Manager (NewCo)

| Greater NYC Area

What is NewCo?

“NewCo” (short for “New Company”) is a new DTC (direct-to-consumer) start-up venture being incubated by Harry’s. Over the past year, Harry’s has identified and vetted an exciting opportunity to create a new brand and business in an underserved CPG category. They are now gearing up to launch and looking to hire a team to build and run the business, revolutionize another category and improve the experience of millions of people. 

About the Role

The Customer Experience (CX) Manager is responsible for building and leading the day-to-day operations of our CX team, ensuring that our customers have a great interaction and overall experience with our brand. You will define and establish operational strategies, goals and methods/approaches, including platforms, policies, KPIs, SOPs and SLAs, while also managing day-to-day operations of the CX function. Just as important, you’ll be responsible for building, scaling and developing a team of high-performing associates.

Since the CX Team serves as the direct bridge between our brand and the people who use our products, you and your team will not only bring the voice of our brand to our customers, but serve as the voice of our customers to the broader NewCo team. In addition to building out the team and function, you’ll also develop new ways for CX to support broader NewCo business goals, including customer analytics and other innovations in customer engagement.

This is a unique opportunity to not only build a team and function from scratch, but to join a company at the earliest stage, and one that has been vetted and incubated by one of the most successful companies in the DTC space. Since the team will be small initially, you must be both a strategic leader and someone that’s willing to roll up their sleeves and be on the front lines of interacting with customers. Longer term, you must have the leadership capabilities to develop new workflows and to scale the team through future periods of significant growth.

What you will accomplish:

  • Build CX function and team
    • Build, train and lead/manage a high performing team, including scaling over time to support business growth.
    • Establish and manage initial and ongoing training for CX team members.
    • Develop, track and drive team towards clear performance metrics, including KPIs, SLAs, and communication quality standards.
    • Work collaboratively across the organization to develop and define key policies, SOPs and responses.
    • Identify, evaluate, select and implement key technology platforms and tools.
  • Manage day-to-day operations
    • Lead the CX team on the front lines of our inbound communication channels (email, chat, phone, social) to support customers and prospective customers pre and post-purchase.
    • Set, manage and track operational schedule, including channel distribution, Associate attendance, etc.
    • Audit and perform ongoing quality coaching and feedback to team.
    • Lead operational response to intraday challenges (e.g., site outages, spike in incoming volume etc.) and escalation issues.
  • Ongoing measurement and improvement
    • Track, analyze, report and improve upon performance data including cost, quality and service delivery metrics.
    • Analyze customer contact data to make recommendations to further drive customer loyalty to the brand, improve the customer experience and drive improvements to CX operations.
    • Represent the voice of the customer and ensure it is heard and factored into strategic decision making across the organization to help increase satisfaction, sentiment and retention.
    • Partner with Marketing, Engineering, Product and Creative to ensure the customer journey is effectively managed, optimized and continually improved upon to provide an incredible experience for our customers.
    • Innovate new ways to better support our customers - whether through new platforms, channels or communication styles.

Basic Qualifications: 

  • 4+ years of experience in Customer Experience, (DTC or start-up/growth stage experience a plus)
  • 2+ years in a CX-focused managerial role (including multi-channel communications, quality assurance, coaching and development)
  • Exceptional leadership, management, hiring and training skills, with demonstrated ability to manage teams and a passion for coaching/development and building team culture.
  • Proven track record of success in achieving KPIs and SLAs
  • Excellent verbal, written, and interpersonal communication skills. You understand how to foster consistent delivery of brand voice and tone across multiple channels, craft messaging based on your audience and the problem at handle, and skillfully handle escalations.
  • Ability to work in a fast-paced, dynamic environment. You’re resilient and composed under pressure and with unexpected issues that may come up.
  • You approach problems with a “roll up your sleeves” attitude, not afraid to dig in directly while also able to collaborate effectively with other teams and functions to address customer needs and achieve business objectives.
  • Strong enthusiasm for providing customers with outstanding experiences. You understand that the experience is everything, and find ways to work smarter so that our customers don’t have to.
  • Expert multi-tasker with ability to manage multiple projects at once. 
  • You have excellent problem solving and analytical skills -- you’re extremely organized, able to perform data analysis using complex data sets and metrics-focused.
  • Excellent foundation in Excel/Google Sheets
  • Experience with ZenDesk or Kustomer strongly preferred.
  • Experience with Looker, Tableau or other BI tools is a plus.
  • Experience building and scaling a CX function a plus.

About Harry’s & NewCo:

Harry’s Inc. started in 2013 as a grooming brand with simple, fairly priced products that delivered an amazing experience to guys every day. Since then, Harry’s expanded to the UK, transformed our grooming brand into a personal care powerhouse, and launched a women’s brand called Flamingo. Now, Harry’s vision is to build a next generation CPG company by investing in and building a portfolio of modern brands across multiple categories. 

Harry’s has identified an exciting opportunity to build a new brand and business (“NewCo”) in an underserved CPG category. They are now looking to hire a team to build and run that business, revolutionize another category, and improve the experience of millions of people. As part of the early stage team at NewCo, you will have the unique opportunity to help build a company from the ground up, but with the support and guidance of experts that have done it before and with the backing of world-class investors.


Harry’s is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • ReactFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • BrazeEmail

Location

West SoHo is cool without being pretentious, convenient and accessible, and nowhere near Times Square!

An Insider's view of Harry's

What are some social events your company does?

Inspired by the Winter Olympics, we're currently holding our own Harry's Olympics. It's completely ridiculous and incredibly fun! We also have happy hours, breakfasts, lunch and learns, and team offsites. I love joining smaller groups that connect me with people I don't work with everyday.

Maia

Senior Associate, Creative Projects

What kinds of technical challenges do you and your team face?

As Harry's expands beyond razors, we are focused on building a platform that can support multiple brands, which is transforming our technical infrastructure. We're also collaborating with our data analytics team to better understand our customers, both present and future, and serve personalized and curated experiences to them.

Natalie

Software Engineer

How do you make yourself accessible to the rest of the team?

Besides working in an open office (where I’m quite literally always accessible), each week my co-founder & I speak at our all-hands meeting, allowing us to openly share what’s on our minds. We host Q&As, Fireside Chats, Lunch N’ Learns, & I co-sponsor our Women’s Employee Resource Group, where I work with folks at all levels within the company.

Andy

CEO

What are Harry's Perks + Benefits

Harry's Benefits Overview

At Harry's we're committed to providing our team with a benefits package that enhances the well-being of our employees and their family, both now and in the future. Everyone has different needs, but we are happy to have benefits such as medical, dental, vision, FSA, as well as a 401K, access to Eden Health, and a quarterly wellness reimbursement. That's not to mention our bountiful snacks and catered lunch and breakfast once a week.

Culture
Volunteer in local community
We participate in local events such as charitable races and local school events!
Partners with Nonprofits
Some of our partners include: Headstrong, which provides mental health care for military veterans and their families; Stop Soldier Suicide; CALM, and City Year.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Our management team is a representation of our staff! We have a VP and C-Suite that is comprised of 50% women, and have hired from underrepresented communities throughout the leadership group.
Unconscious bias training
We partner with Paradigm to deliver yearly unconscious bias training, and supplement with the People team's own efforts.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSAs are designed to stretch your dollars farther. These accounts trim off as much as 30% from your health care or dependent care costs because the money you put into an FSA comes out pre-tax.
Disability Insurance
Harry's automatically provides a certain level of coverage for you, plus you have the option to purchase additional insurance for yourself and your dependents.
Dental Benefits
We have two plans, one Standard and one Enhanced, with both plans covering preventative care at no cost.
Vision Benefits
Our vision plan has Warby Parker as an in network provider!
Health Insurance Benefits
We have three health plans based on your needs with varying deductibles, and no-to-moderate premium costs.
Life Insurance
Wellness Programs
We offer a variety of benefits - access to Eden Health, a Wellness Reimbursement Program, and a new fitness reimbursement program through our new medical provider.
Retirement & Stock Options Benefits
401(K) Matching
Harry's provides our 401K through Betterment. We match 2% of contributions up to 4% of an employee's annual salary.
Company Equity
Every employee is offered a standard welcome grant of equity based on their level, with vesting over a 4 year period. Additionally, we have annual continuation grant bonus programs!
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 16 weeks of paid leave for all new parents, which applies to birth, adoption, and all paths to parenthood.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
"My Time" - a flexible time-off policy that includes vacation, sick, and personal time.
Paid Volunteer Time
You have the opportunity to volunteer up to five full days per year. We also set aside 1% of sales to go back to charitable organizations and causes.
Sabbatical
A four-week, fully paid sabbatical after five years at Harry's. Unplug, unwind, and come back refreshed and ready to tackle the next big challenge.
Paid Holidays
10 company-paid holidays per year.
Perks & Discounts
Casual Dress
Our casual dress code includes jeans, our comfy Harry's hoodies, and no judgement every day of the week. Dress up, dress down, feel comfortable.
Commuter Benefits
We offer pre-tax commuter benefits through WageWorks.
Company Outings
Harry's has an annual company-wide offsite, holiday party, and other celebrations based on our big milestones!
Stocked Kitchen
Other snacks and drinks are provided, not to mention cold brew on tap.
Some Meals Provided
We provide catered breakfast every Wednesday before our company-wide Team Meeting, and catered lunch every Thursday.
Happy Hours
Join the #happyhours slack channel to plan the next casual outing!
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Fitness Subsidies
We give $150 a quarter towards health and wellness.
Professional Development Benefits
Lunch and learns
Our CEO's Jeff and Andy host quarterly AMAs during lunch! In addition, other teams will share out what they're working on as various share-outs, beer & learns, and lunch & learns.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We have an incredible L&D program that allows you to use a yearly stipend for continuing education or other L&D-related expenses.

Additional Perks + Benefits

The best thing about Harry's is we're constantly improving based on employee feedback. Our employee engagement survey, plus consistent feedback loops with our employees means that every year we are getting better and better. In 2019 we implemented a 401k match, more transparent People processes, an L&D stipend, and much more!

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