Customer Experience Manager

February 21

🏖️ New Jersey – Remote

Although this job is listed in New Jersey, this company may be open to hiring remote in other states.

🌲 North Carolina – Remote

Although this job is listed in North Carolina, this company may be open to hiring remote in other states.

+1 more states

🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🍂 Massachusetts – Remote

💵 $100k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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WM Partners, LP

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WM Partners, LP is a private equity firm focused on investing in health and wellness brands. With over $1. 1 billion invested in the sector, the firm is committed to building iconic brands that improve the lives of individuals and contribute positively to society. WM Partners offers strategic and operational expertise to lower-middle market companies, leveraging over 340 years of combined entrepreneurial and investment experience. The firm prioritizes diversity, sustainability, responsible investing, and community involvement, positioning itself as a trusted partner in the health and wellness sector.

11 - 50 employees

🤝 B2B

💸 Finance

🧘 Wellness

📋 Description

• ABOUT PRIMAL HARVEST • Primal Harvest is a leading holistic wellness brand dedicated to empowering individuals to take charge of their health and well-being through high-quality, natural products. • As a Direct-to-Consumer brand, we pride ourselves on transparency, trust, and creating a dependable wellness foundation for our customers. • The Customer Experience Manager will work to optimize the end-to-end online customer journey across the .com storefront and customer support functions in partnership with the VP of Marketing. • Strategically manage and develop the e-commerce front-end experience through site architecture, content storytelling, product merchandising, software enhancements, customer data, and customer sales funnel to maximize sales and engagement. • Build and manage customer-facing policies and tools, including returns, account management, and subscription systems. • Use data to inform decisions, blending customer insights with business goals. • Collaborate cross-functionally to ensure cohesive storytelling and a seamless customer experience across all touchpoints.

🎯 Requirements

• Proven experience leading e-commerce and customer experience initiatives, ideally in D2C or e-commerce-first businesses. • Expertise in front-end management, site architecture, and online merchandising strategies. • Strong background in customer support programs, tools, and KPI management (e.g., CSAT, NPS). • Data-driven decision-making skills with a focus on continuous improvement. • Experience with subscription models, returns management, and customer account tools. • Excellent communication, collaboration, and leadership skills.

🏖️ Benefits

• Comprehensive Health Benefits • Generous Paid Time Off and Holidays • Paid Parental Leave (primary & non-primary) • Short-term and Long-term disability • 401K + Match • Health & Wellness Perks • Flexible working options • Team Events • Product Discounts