Head of Customer Experience

<p><strong>STARS + HONEY: Head of Consumer Experience</strong></p><p><strong>ROLE OVERVIEW</strong></p><p>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.</p><p>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.</p><p><br></p><p><strong>This role is critical to:</strong></p><ul><li>Delivering an exceptional consumer experience across every touchpoint</li><li>Increasing consumer loyalty, repeat purchase, and advocacy</li><li>Protecting and strengthening the Stars + Honey brand reputation</li><li>Turning consumer feedback into actionable business insights</li><li>Building scalable systems and processes that support rapid growth</li></ul><p><br></p><p>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.</p><p>This role reports to the Chief Brand &amp; Commercial Officer.</p><p><br></p><p><strong>IMPACT OF THIS ROLE</strong></p><p>As Director of Consumer Experience, you will play a critical role in shaping how consumers experience Stars + Honey across every stage of their journey.</p><ul><li>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.</li><li>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.</li><li>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.</li></ul><p>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.</p><p><br></p><p><strong>WHAT YOU’LL OWN</strong></p><p><strong>1. Consumer Care Operations</strong></p><p>Own and elevate the day-to-day consumer experience across all channels:</p><ul><li>Manage consumer support across email, website, social media, Amazon, and retail-related inquiries</li><li>Establish service standards, response time expectations, and escalation protocols</li><li>Develop and maintain SOPs, workflows, and response playbooks</li><li>Ensure all consumer interactions reflect the Stars + Honey brand voice and values</li><li>Continuously identify opportunities to improve the consumer experi