Customer Experience Manager

The Mission

At Bloomthis, we don’t just deliver flowers; we deliver the moments that define lives. We are looking for a Customer Experience Manager, a leader who breathes premium service and understands that "good enough" is the enemy of "extraordinary."

You will lead our CX team to move beyond "support" and toward "Customer Relations." You are the guardian of our brand love, turning every interaction into a reason for a customer to stay for life.

Key Responsibilities

• Define the "Bloomthis Way" (The Playbook): Create and own the Service Culture Playbook. You will design the scripts, the tone of voice, and the "unboxing" of our service experience to ensure it feels premium, empathetic, and effortless.
• Coach & Elevate (Training): You are a teacher at heart. You will personally train the team on soft skills, high-level communication, and the "art of the save," ensuring every team member sounds like a brand ambassador, not a call center agent.
• Luxury Service Recovery: Manage high-stakes escalations with the poise of a 5-star hotel manager. You’ll have the autonomy to make "make-it-right" decisions that protect our brand reputation.
• Operational Common Sense & CX Intelligence: While you are a "people person," you are also a "data person." You will track and optimize key CX metrics (NPS, CSAT, First Response Time, and Retention) to identify friction points in the customer journey.
• Cross-Functional Advocacy: Be the voice of the customer in meetings with Operations, Tech, and Logistics. If a delivery route is hurting the customer experience, you are the one to highlight it and help solve it.
• Proactive Brand Love: Design "surprise and delight" moments that exceed expectations, transforming a standard purchase into an Anantara-level memory.

Who You Are (Requirements)

• The Pedigree: 7+ years in a premium environment (Luxury Retail, High-end Hospitality, or PR). You understand what "Premium" feels, looks, and sounds like.
• The Communicator: You have a master-level command of language. You can de-escalate a frustrated customer with a single, perfectly phrased email or call.
• The Architect: You’ve built training programs or service frameworks before. You know how to take a vision and turn it into a repeatable process for a team.
• The Logic: You possess "Operational Common Sense." You can look at a spreadsheet of delivery delays and immediately pinpoint the reputational risk and the solution.
• The Heart: High EQ is non-negotiable. You genuinely care about the "why" behind a gift, whether it’s a wedding, a funeral, or a "just because."