Director of Customer Experience

Bloom is a full-service workplace design consultancy representing Poppy & Peonies on their search for a Director of Customer Experience  to join their team. As Talent Advisors, we will be the liaison between our Bloom Partner and yourself during this recruitment process. We do not use fancy tech to search through resumes at Bloom; every resume is reviewed by a human to ensure that we attain a consistent and equitable interview process. You will directly join our client’s team if you are selected as the successful candidate. We look forward to seeing your application! ----- Hi, I’m Natalie Dusome, Founder and CEO of Poppy & Peonies. At Poppy & Peonies, we’re a fun and energetic brand that believes style and function should always go hand-in-hand. We’re passionate about creating practical pieces that make life a little easier and literally lighten the load. Building Poppy & Peonies has been an incredible adventure. It all started when my daughter Poppy was born, and I found that my accessories no longer fit my new life as a mom. I needed bags with pockets and organization that looked cool but also had functionality. When I couldn’t find them, I decided to create them myself. And so, in 2015, Poppy & Peonies was born. We’ve come a long way since then—from filling orders in my basement to appearing on Dragons’ Den, and now, expanding into new product categories and collaborating with exciting influencers and brands. It hasn’t always been smooth sailing, but thanks to our incredible community, we’ve never felt more loved and supported! We believe in our responsibility to care for the environment and are passionate about preserving the health and welfare of our planet and the animals that live on it. That’s why all of our bags are made from high-quality vegan leather, and our entire product line is vegan, cruelty-free, and PETA-approved. We ship our products plastic-free and use a combination of recycled, compostable, and biodegradable materials to mitigate shipping waste. We are constantly looking for new ways to make our products and supply chain more sustainable, reducing our carbon footprint. ----- As our Director of Customer Experience, you will lead the strategy and operations behind one of the most important parts of our brand: how our customers feel when they interact with us. This role is uniquely balanced, with a strong dual focus on customer retention and customer support strategy - equally prioritizing the optimization of current service operations and development of initiatives that turn first-time buyers into loyal, repeat customers. From the moment someone discovers Poppy & Peonies to long after they receive their order, you will ensure every touchpoint reflects the care, quality, and community that defines our brand. This role will focus on improving our customer support operations, implementing systems and processes that allow us to scale, and building a thoughtful retention strategy that keeps customers coming back. You will work cross-functionally with marketing, operations, and leadership to turn customer insights into meaningful improvements across the business. Your work will play a key role in strengthening customer loyalty as Poppy & Peonies continues to grow across North America. This role is ideal for someone who believes that customer experience is more than support — it’s a core growth driver for the brand. Does this sound like you? Are you passionate about creating exceptional customer experiences? Do you enjoy building systems and processes that allow teams to scale? Do you love turning customer insights into meaningful improvements across a business? If you answered yes, yes, and yes—we would love to hear from you!