Lyra Collective

www.lyracollective.com

1 Job

80 Employees

About the Company

Lyra is a collective of brands in the Personal Care and Family categories, dedicated to caring for you and your loved ones. Our trusted brands are designed with comfort, quality, and transparency first, because we believe everyone should experience care done right. Formerly Forum Brands.

Listed Jobs

Company Name: Lyra Collective
Job Title: Customer Experience Manager (part-time)
Job Description: **Job Title:** Customer Experience Manager (Part‑time) **Role Summary** Part‑time leader responsible for day‑to‑day customer service operations and development of the customer experience (CX) strategy. Uses data insights and AI automation to enhance efficiency, quality, and revenue. Will manage a remote CX team, drive cross‑functional initiatives, and deliver a roadmap that elevates service and contributes to business growth. **Expectations** - Deliver weekly operational oversight and monthly CX performance reporting. - Implement AI agents to handle routine inquiries and boost team productivity. - Build and execute a two‑year CX roadmap focused on revenue growth, cost reduction, and service excellence. - Collaborate with e‑commerce and finance functions to embed upsell, cross‑sell, and incentive programs. - Provide clear, actionable data‑driven insights to senior stakeholders. - Lead, motivate, and develop a remote CX team based in the Philippines, ensuring high engagement and adoption of new processes. **Key Responsibilities** 1. Develop and execute the annual CX roadmap. 2. Identify opportunities for process improvement, cost savings, and revenue opportunities. 3. Implement and optimize AI agent solutions for customer inquiry automation. 4. Create and maintain data dashboards, generate insights, and share findings across departments. 5. Design and roll out upsell, cross‑sell, and incentive programs while maintaining customer service quality. 6. Manage a distributed team of CX Associates: hiring support, coaching, performance reviews, and process change communication. 7. Evaluate trade‑offs balancing cost, capacity, and impact to guide strategic decisions. **Required Skills** - 3–5 years of CX or customer service management experience. - Proven ability to lead, motivate, and develop remote teams. - Experience with help‑desk platforms such as Gorgias (or equivalent). - Familiarity with Shopify, Amazon, Recharge, Skio or similar e‑commerce systems. - Demonstrated experience implementing AI chatbot/agent solutions. - Strong analytical skills: ability to transform raw data into actionable insights. - Decision‑making capability with an emphasis on cost‑benefit analysis. - Excellent communication and stakeholder‑management skills. **Required Education & Certifications** - Bachelor’s degree in Business, Marketing, Data Analytics, or related field *or* equivalent professional experience. - No specific certifications required, but familiarity with e‑commerce and help‑desk certifications is a plus.