Job Description

We are looking for an enthusiastic and dedicated Consumer Experience Director to enhance and enable an exceptional consumer experience for the Outdoor Performance and Adventure Sports platform.

As the Consumer Experience Director, you will play a crucial role in ensuring that consumers have a positive and seamless experience when interacting with our products and services. In this role, you will be responsible for understanding customer needs and preferences, developing strategies to enhance customer satisfaction, and implementing initiatives to improve the overall customer experience.

This position reports to the VP, Head of Commercial & Market Development, and is based in Utah.

As the Consumer Experience Director, you will have the opportunity to:

• Lead and motivate team to deliver outstanding consumer service, maintaining a positive and professional work environment, and collaborating with other departments to streamline processes and enhance consumer satisfaction.
• Help build brand loyalty and enhance the company’s reputation in the market by actively engaging with consumers and addressing their needs.
• Analyze consumer feedback and data to identify areas for improvement and implement strategies to enhance the overall consumer experience.
• Create a consumer-centric culture where the focus is on delivering exceptional service and fostering long-term relations with consumers.
• Maintain and expand working knowledge of our products.
• Effectively present information and respond to questions from management and team members.
• Convert troubleshooting initiatives into sales opportunities.
• Provide accurate and helpful information to consumers by having a deep understanding of our products, services, as well as our policies and procedures.
• Collaborate with marketing, sales, customer service, and product development to align efforts toward creating a consumer-centric approach.

You have:

• Bachelor’s Degree in appropriate field of study required.
• 8+ years in consumer experience with a focus on creating, measuring, and refining the consumer experience strategy and engagement.
• 5+ years in consumer products.
• Excellent communication and interpersonal skills, as well as strong problem-solving abilities.
• Be able to work well under pressure and be comfortable using consumer service software and tools.
• Positive attitude, a strong work ethic, and willingness to go the extra mile.
• Must be technically inclined.
• Strong time management and multi-task skills are essential.
• Ability to execute tasks with a high degree of accuracy and attention to detail.

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