Customer Experience Manager (Primal Harvest)

Job Description

ABOUT PRIMAL HARVEST 

Primal Harvest is a leading holistic wellness brand dedicated to empowering individuals to take charge of their health and well-being through high-quality, natural products. Primal Harvest offers a range of high-quality supplements and wellness products designed to support various health needs, including immunity, gut health, sleep, and joint care.   

As a Direct-to-Consumer brand, we pride ourselves on transparency, trust, and creating a dependable wellness foundation for our customers. Primal Harvest was founded in 2018 and is a brand of Prime6 Brands GmbH and Primal Harvest LLC, with two international hubs in Miami, Florida, USA and Cologne, Germany. Learn more at primalharvest.de / primalharvest.com 

WORKPLACE 

US Remote (EST hours) 

ABOUT THE ROLE 

The Customer Experience Manager will work to optimize the end-to-end online customer journey across the .com storefront and customer support functions in partnership with the VP of Marketing. This role requires a strategic mindset, strong execution skills, and the ability to use customer insights and data to drive engagement, retention, and business growth.  

WHAT YOU WILL DO 

E-Commerce CX: 

• Strategically manage and develop the e-commerce front-end experience through site architecture, content storytelling, product merchandising, software enhancements, customer data, and customer sales funnel to maximize sales and engagement.   

• Develop and execute the roadmap for site buildouts, feature enhancements, and product management.   

• Identify, evaluate, and implement tools and technologies to optimize the online shopping experience.   

• Drive KPIs such as conversion rate, average order value (AOV), category sales, time on site, and site engagement.   

Customer Journey Ownership:   

• Build and manage customer-facing policies and tools, including returns, account management, and subscription systems.   

• Lead initiatives to integrate customer data into the e-commerce experience, enabling personalized and proactive customer interactions.   

• Oversee the customer support program, setting goals and performance metrics to drive satisfaction and retention.   

• Shift customer experience from a cost center to a revenue driver by introducing proactive support options and data-driven insights.   

• Manage and refine customer communication channels (chat, email, phone), ensuring they align with brand values and customer expectations.   

Strategic Alignment: 

• Use data to inform decisions, blending customer insights with business goals.   

• Collaborate cross-functionally to ensure cohesive storytelling and a seamless customer experience across all touchpoints.   

• Build business cases for new tools and initiatives, prioritizing those that enhance both e-commerce and customer satisfaction.   

Requirements

WHAT YOU BRING 

• Proven experience leading e-commerce and customer experience initiatives, ideally in D2C or e-commerce-first businesses.   
• Expertise in front-end management, site architecture, and online merchandising strategies.   

• Strong background in customer support programs, tools, and KPI management (e.g., CSAT, NPS).   

• Data-driven decision-making skills with a focus on continuous improvement.   

• Experience with subscription models, returns management, and customer account tools.   

• Excellent communication, collaboration, and leadership skills.   

Benefits

BENEFITS & PERKS 

At Primal, you’ll be part of a fast-growing health and wellness brand where your work truly makes an impact. Join us in our mission to educate, inspire, and empower people to take charge of their health and well-being. By contributing to our dynamic team, you’ll play a vital role in shaping a healthier future. Plus, we offer a range of incredible US benefits and perks, including: 

• Comprehensive Health Benefits  

• Generous Paid Time Off and Holidays 

• Paid Parental Leave (primary & non-primary)  

• Short-term and Long-term disability  

• 401K + Match 

• Health & Wellness Perks 

• Flexible working options  

• Team Events 

• Product Discounts  

Primal Harvest offers a comprehensive benefits package. The annual base salary range for this position is $100,000-$115,000 USD/year. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to: location, education, skills, training, and experience. This position may also be eligible for an annual discretionary bonus.   

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, or any other legally protected factor. Primal Harvest is committed to offering reasonable accommodation to job applicants with disabilities. Primal Harvest does not accept unsolicited agency resumes and is not responsible for any agency fees related to unsolicited resumes.