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.

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