Senior Chief Customer Experience & Growth Officer – Global Strategy, Retention, Loyalty & Sustainable Growth Leadership for a Rapidly Scaling Caribbean Brand Platform at brighthush

About brighthush

brighthush is a trailblazing investment and growth platform that champions authentic Caribbean brands on the global stage. By fusing capital, state‑of‑the‑art e‑commerce technology, and seamless U.S. market access, we empower entrepreneurs who have built strong local brands but find themselves caught between micro‑finance limits and traditional private equity thresholds. Our integrated model delivers everything from channel development to inventory management, marketing automation, compliance, and U.S. legal entity formation—all under one roof. The result? Dominican founders can scale their Caribbean brands into the U.S. market without juggling multiple agencies, consultants, and legal advisors.

At brighthush, we believe that every product tells a story, and every customer is a storyteller. Our mission is to amplify the voices of Caribbean creators, ensuring that their unique flavors, textures, and traditions resonate with consumers worldwide. We are a remote‑first, high‑growth organization that thrives on innovation, data‑driven decision making, and a relentless focus on customer delight. Our culture is built on ownership, curiosity, and a shared commitment to creating unforgettable experiences for every brand we partner with.

Why This Role Matters

As the Senior Chief Customer Experience & Growth Officer, you will be the heartbeat of our customer‑centric strategy across brighthush’s entire portfolio. Your vision will shape how we engage, delight, and retain customers in direct‑to‑consumer, marketplace, and B2B channels across the U.S. and the Dominican Republic. You will partner with founders, e‑commerce teams, operations, and external partners to create a seamless, high‑quality experience that drives loyalty, lifetime value, and sustainable growth.

In a world where brand loyalty is earned through consistent, memorable interactions, your leadership will ensure that every touchpoint—whether a first‑time purchase, a support call, or a social media mention—reinforces the brighthush promise of authenticity, quality, and community. By elevating the customer journey, you will directly influence the success of the brands we nurture and the impact we create in the Caribbean and beyond.

Key Responsibilities

Define and Execute Global Customer Strategy

• Craft a forward‑looking customer strategy that aligns with brighthush’s growth objectives, ensuring a consistent voice across all touchpoints.
• Translate market insights into actionable plans that elevate the customer journey from discovery to advocacy.
• Establish a long‑term roadmap that balances short‑term wins with strategic, scalable initiatives.
• Champion a culture of continuous experimentation, using A/B testing, cohort analysis, and customer feedback loops to refine the experience.

Establish Customer Experience Standards

• Set clear service benchmarks—response times, quality metrics, and escalation protocols for every customer interaction.
• Implement industry‑leading best practices to maintain a world‑class experience across all channels.
• Champion continuous improvement cycles that incorporate customer feedback and emerging industry trends.
• Develop a global customer experience playbook that can be adopted by new brands and markets.

Lead Customer Success Initiatives

• Design and roll out programs that accelerate adoption, deepen engagement, and reduce churn across all brands.
• Champion cross‑functional initiatives that turn customer feedback into product and operational improvements.
• Develop a customer success playbook that can be replicated across new markets and product lines.
• Implement proactive outreach strategies—welcome series, renewal nudges, and upsell triggers—to maximize lifetime value.

Build Account Management Processes

• Create scalable account‑management frameworks that nurture key relationships, drive upsell/cross‑sell opportunities, and support revenue expansion.
• Develop a tiered account strategy that aligns with brand maturity and market potential.
• Integrate account insights into the broader customer analytics ecosystem.
• Establish regular business reviews with top accounts to surface insights and co‑create growth plans.

Voice of the Customer (VoC) Leadership

• Deploy VoC programs, analyze feedback, and translate insights into actionable product and operational improvements.
• Champion a culture where every team member listens, learns, and acts on customer insights.
• Ensure that VoC data feeds into executive decision‑making and strategic planning.
• Lead the creation of a customer advisory board that provides real‑time feedback on new initiatives.

Customer Analytics & Performance Management

• Develop dashboards, KPI frameworks, and reporting mechanisms to monitor satisfaction, retention, churn, and engagement.
• Leverage data to forecast trends, identify opportunities, and mitigate risks.
• Collaborate with data science teams to build predictive models that inform proactive customer outreach.
• Translate analytics into clear, actionable recommendations for cross‑functional teams.

Cross‑Functional Collaboration

• Partner with Sales, Marketing, Product, Operations, and Revenue Ops to embed customer insights into every business decision.
• Facilitate regular cross‑departmental workshops that align on customer priorities.
• Act as the customer advocate in executive strategy sessions.
• Champion the integration of customer data across the tech stack to enable a unified view of the customer.

Build and Lead a High‑Performing Customer Organization

• Recruit, mentor, and develop a global customer team that embodies a culture of ownership, innovation, and continuous improvement.
• Implement performance management systems that reward impact and growth.
• Foster a collaborative environment that encourages knowledge sharing and professional development.
• Establish a career ladder for customer roles, ensuring clear pathways for advancement.

Strategic Advisory to Executive Leadership

• Serve as the chief customer advisor to the CEO and Executive Team, championing customer‑centric initiatives at the highest level.
• Present data‑driven insights and strategic recommendations to shape company direction.
• Advocate for resource allocation that maximizes customer lifetime value.
• Act as a thought leader on industry trends, ensuring brighthush stays ahead of the curve.

Essential Qualifications

• Minimum 20 years of progressive experience in Customer Success, Experience, Operations, or related functions.
• 10+ years of senior leadership managing global, customer‑facing organizations.
• Proven track record of dramatically improving customer satisfaction, retention, engagement, and loyalty metrics.
• Deep expertise in customer analytics, service operations, and growth‑driven retention strategies.
• Strong strategic planning, analytical, and executive communication skills.
• Experience leading cross‑functional initiatives that translate customer insights into product, marketing, and operational enhancements.
• Demonstrated ability to build and scale high‑performance teams in a fast‑paced, multi‑market environment.

Preferred Qualifications

• Master’s degree or MBA in Business Administration, Marketing, or a related field.
• Experience in the consumer goods, e‑commerce, or B2B SaaS sectors.
• Familiarity with U.S. regulatory frameworks (e.g., compliance) and international market expansion.
• Proficiency in data‑driven decision making using tools such as Tableau, Power BI, or similar analytics platforms.
• Background in building customer‑centric cultures within high‑growth startups or venture‑backed companies.

Core Skills & Competencies

• Strategic Vision & Execution
• Customer‑Centric Leadership
• Data‑Driven Decision Making
• Cross‑Functional Collaboration
• Team Building & Talent Development
• Change Management & Process Optimization
• Excellent Written & Verbal Communication
• Global Mindset & Cultural Sensitivity

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the brands we support. You will:

• Lead a global customer organization that spans multiple markets and product lines.
• Collaborate directly with the CEO and Executive Team, gaining exposure to strategic decision‑making at the highest level.
• Drive initiatives that shape the future of consumer experience in emerging markets.
• Access continuous learning resources, including industry conferences, leadership workshops, and advanced analytics training.
• Benefit from a culture that rewards innovation, experimentation, and data‑backed risk‑taking.
• Earn opportunities to present at global industry events, representing brighthush as a thought leader.

Work Environment & Culture at brighthush

We are a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Customer Obsession – Every decision is guided by the goal of delivering exceptional value to our customers.
• Ownership & Accountability – Teams are empowered to own outcomes and drive results.
• Continuous Learning – We invest in professional development and encourage knowledge sharing.
• Diversity & Inclusion – A vibrant mix of perspectives fuels creativity and innovation.
• Work‑Life Balance – Flexible schedules and a results‑oriented approach help you thrive both personally and professionally.
• Community & Collaboration – Regular virtual town halls, cross‑team hackathons, and informal coffee chats keep us connected.

Compensation, Perks, and Benefits

While specific figures will be discussed during the interview process, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based equity or profit‑sharing opportunities that align your success with the company’s growth.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to industry events.
• Flexible work arrangements and a fully remote environment.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building experiences.

Ready to Make an Impact?

If you are a visionary leader with a passion for customer experience, a knack for data‑driven strategy, and a desire to help Caribbean brands conquer new markets, we want to hear from you. Join brighthush and play a pivotal role in redefining how consumers connect with authentic Caribbean products worldwide.

Apply today and become a catalyst for growth, innovation, and unforgettable customer journeys at brighthush.