Head of CRM & Customer Experience

We're hiring a Head of CRM & Customer Experience — NYC or Paris.

Our customers don't just buy Le Balm. They write us letters. They send photos of their skin. They tell us we changed their day, sometimes their life. That kind of loyalty isn't manufactured — it's earned, one interaction at a time.

We need someone who understands that customer exeprience isn't about automation — it's about making every customer feel like the only customer. Strategy and soul, together, with full anthenticity.

You'll own the full customer experience strategy across our tools: flows, segmentation, personalization, automation. You'll design lifecycle campaigns that feel like conversations, that are genuinely authentic. Welcome series, post-purchase, win-back, replenishment. You'll build segmentation that's sophisticated but never creepy. And you'll drive the metrics that matter: repeat purchase rate, cohort performance, churn reduction.

On the customer experience side, you'll own the end-to-end experience — digital and physical. Customer support workflows that feel premium and personal. A tone for every interaction, because even a shipping notification can feel like Bonjout. Customer feedback, tickets, and reviews turned into actionable recommendations for the whole team.

And then there's the part most people forget: what happens when the box arrives. The handwritten note, the sticker, the insert — what a first-time buyer finds in their package shouldn't be the same as what a customer on their fifth order receives. You'll think through every layer of the unboxing experience, from the warehouse to the doorstep, and make sure it reflects where that customer is in their relationship with us. That's not a detail. That's the brand.

You will go for a lot of small wins that will make a huge difference over time ! Our customers are extraordinary — loyal, engaged, vocal — and we want to be up to their expectations. You're the person who changes all of that.

Tell us about your experience and write a short note about why this role speaks to you →