Director, Voice of the Customer
Alma- Full Time
- Expert & Leadership (9+ years)
Candidates should possess at least three years of experience in operations, customer experience, Voice of the Customer analysis, or project management, along with strong writing and analytical skills to effectively communicate insights.
The Operations Support Lead, Voice of the Customer will manage VOC JIRAs by tracking, categorizing, and escalating customer feedback through JIRA, engage with Retention Specialists to collect insights, compile and present monthly VOC reports to leadership, create and manage VOC improvement projects, collaborate with internal teams to implement process changes, and support business needs by adapting to new initiatives and priorities.
Direct-to-consumer e-commerce for fashion and home essentials
Quince offers high-quality fashion and lifestyle products through its online retail platform. The company sources its products directly from manufacturers worldwide, which allows it to provide premium items at lower prices compared to traditional retail stores. Quince's product range includes clothing like dresses and blouses, as well as home essentials such as bed sheets. This direct-to-consumer model appeals to a diverse customer base, from those seeking stylish clothing to those in need of quality home goods. Quince differentiates itself from competitors by eliminating middlemen, ensuring affordability without compromising on quality. The company's goal is to make luxury accessible to everyone while fostering a community of satisfied customers who share their experiences on social media.