Mammoth Brands Inc.
Director, Customer Experience (Harry's & Flamingo) New York, NY
Mammoth Brands Inc., New York, New York, us, 10261
Director, Customer Experience (Harry's & Flamingo)
New York, NY About Mammoth Brands Mammoth Brands (formerly Harry’s Inc.) is the modern CPG company behind brands Harry’s, Flamingo, Lume, and Mando. We’re building a new model—and home—for brands, founders, and talent looking to solve unmet needs, improve peoples’ lives, and ultimately challenge the status quo. Our mission is to “Create Things People Like More.” Everything we do should be better than what already exists. This guides product experiences, how Mammoth Brands operates as an employer, and how we engage with our community. Mammoth Brands has donated over $20 million through its nonprofit partners to date. About Harry’s & Flamingo Harry’s is a men’s grooming brand offering high quality shave, body, hair, and skin care products at an exceptional value. Flamingo is an award-winning body, hair, and care brand delivering high-performance, thoughtfully designed products at an accessible price. Both brands launched with the aim of improving shaving and personal care experiences for millions of people. Since launching, they have significantly impacted their categories. Harry’s and Flamingo are part of Mammoth Brands, the modern CPG company behind category-leading brands. Mammoth Brands is committed to making a positive impact and has donated over $20 million through its nonprofit partners to date. Our working model emphasizes an in-office presence Tuesday, Wednesday, and Thursday, and a collaborative, small-company culture that values growth, impact, and inclusivity. About the Team The Global DTC (Direct to Consumer) Team at Harry’s & Flamingo owns the customer experience for the most mature business in the Harry’s ecosystem. Our mission is to represent the voice of the customer and build seamless direct-to-consumer experiences that delight and simplify daily life. We partner cross-functionally to maximize the customer experience on harrys.com, deliver customer and channel insights, and surface opportunities to set up future eCommerce success. We are nimble, ownership-driven, collaborative, and focused on solving real customer needs. About the Role We’re looking for a
Director of Customer Experience (CX)
to lead our customer service function across both Harry’s and Flamingo. This role shapes what best-in-class experiences look like, from strategy through execution. You’ll set the vision, build scalable systems and processes, lead an exceptional team, and deliver experiences that delight our customers—every time. This role requires
operational rigor, analytical depth, and strategic foresight . You are a builder and a leader who can inspire and align teams around a north star vision while creating high-performing systems and feedback loops. You’ll leverage technology to evaluate the Voice of the Customer, balancing empathy with efficiency and business impact. What you will accomplish Own the end-to-end customer service experience
across Harry’s and Flamingo, ensuring every customer touchpoint is thoughtful, personal, and exceptional. Set a bold, clear vision
for a world-class CX function and lead the team toward it. Build and manage a high-performing CX organization , including internal leads and external partners, ensuring engagement, accountability, and growth. Design and implement scalable systems and processes
to improve response times, resolution rates, and overall customer satisfaction. Leverage data
to identify root causes, anticipate customer needs, and continuously improve the service experience Synthesize customer interactions
with brand and business understanding to generate insights that drive improvements in the customer brand experience Partner cross-functionally
with product, engineering, fulfillment, and marketing to surface feedback and drive initiatives that improve the customer journey. Establish KPIs and reporting mechanisms
that provide a clear picture of performance, challenges, insights, and opportunities in CX Innovate on tools and technology , from CRM platforms to AI integrations, to support customers with excellence and efficiency. This should describe you: 8+ years of experience in customer experience, customer service operations, or related field—ideally at a direct-to-consumer brand or fast-scaling company. Proven experience leading, managing, developing, and scaling CX teams, including managing third-party support vendors and complex operational systems. Strong analytical chops—comfortable with dashboards, funnel metrics, A/B testing, and root cause analysis. Ability to digest, synthesize, and share strategic plans with stakeholders Comfort and familiarity working with, testing, and integrating new technologies Strategic thinker who can define vision and priorities, but also roll up sleeves to fix workflows or build better reports. Deep empathy for customers, with understanding of business goals and trade-offs. Excellent communication and collaboration skills—able to align executives around strategy and coach frontline agents. Experience with tools like Gorgias, Shopify, Recharge, or similar platforms—an eye for where tech can elevate the human experience. Here is who you will work with: Reporting to the VP, Head of Global Digital for Harry’s and Flamingo An amazing global CX/CS organization A part of the broader Global Harry’s and Flamingo Digital team Benefits and perks Medical, dental, and vision coverage Equity in Mammoth Brands Flexible time off and working hours Wellness and L&D stipends 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood Fun IRL and virtual events including happy hours, team building events, and rooftop gatherings Free products from all of our brands Mammoth Brands is committed to equality, inclusivity and a positive work environment. We are an Equal Opportunity Employer and strive to provide equal employment opportunities to all individuals. We recruit, hire and promote without regard to race, color, creed, national origin, religion, sex, sexual orientation, gender identity or expression, disability, or any other status protected by law.
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New York, NY About Mammoth Brands Mammoth Brands (formerly Harry’s Inc.) is the modern CPG company behind brands Harry’s, Flamingo, Lume, and Mando. We’re building a new model—and home—for brands, founders, and talent looking to solve unmet needs, improve peoples’ lives, and ultimately challenge the status quo. Our mission is to “Create Things People Like More.” Everything we do should be better than what already exists. This guides product experiences, how Mammoth Brands operates as an employer, and how we engage with our community. Mammoth Brands has donated over $20 million through its nonprofit partners to date. About Harry’s & Flamingo Harry’s is a men’s grooming brand offering high quality shave, body, hair, and skin care products at an exceptional value. Flamingo is an award-winning body, hair, and care brand delivering high-performance, thoughtfully designed products at an accessible price. Both brands launched with the aim of improving shaving and personal care experiences for millions of people. Since launching, they have significantly impacted their categories. Harry’s and Flamingo are part of Mammoth Brands, the modern CPG company behind category-leading brands. Mammoth Brands is committed to making a positive impact and has donated over $20 million through its nonprofit partners to date. Our working model emphasizes an in-office presence Tuesday, Wednesday, and Thursday, and a collaborative, small-company culture that values growth, impact, and inclusivity. About the Team The Global DTC (Direct to Consumer) Team at Harry’s & Flamingo owns the customer experience for the most mature business in the Harry’s ecosystem. Our mission is to represent the voice of the customer and build seamless direct-to-consumer experiences that delight and simplify daily life. We partner cross-functionally to maximize the customer experience on harrys.com, deliver customer and channel insights, and surface opportunities to set up future eCommerce success. We are nimble, ownership-driven, collaborative, and focused on solving real customer needs. About the Role We’re looking for a
Director of Customer Experience (CX)
to lead our customer service function across both Harry’s and Flamingo. This role shapes what best-in-class experiences look like, from strategy through execution. You’ll set the vision, build scalable systems and processes, lead an exceptional team, and deliver experiences that delight our customers—every time. This role requires
operational rigor, analytical depth, and strategic foresight . You are a builder and a leader who can inspire and align teams around a north star vision while creating high-performing systems and feedback loops. You’ll leverage technology to evaluate the Voice of the Customer, balancing empathy with efficiency and business impact. What you will accomplish Own the end-to-end customer service experience
across Harry’s and Flamingo, ensuring every customer touchpoint is thoughtful, personal, and exceptional. Set a bold, clear vision
for a world-class CX function and lead the team toward it. Build and manage a high-performing CX organization , including internal leads and external partners, ensuring engagement, accountability, and growth. Design and implement scalable systems and processes
to improve response times, resolution rates, and overall customer satisfaction. Leverage data
to identify root causes, anticipate customer needs, and continuously improve the service experience Synthesize customer interactions
with brand and business understanding to generate insights that drive improvements in the customer brand experience Partner cross-functionally
with product, engineering, fulfillment, and marketing to surface feedback and drive initiatives that improve the customer journey. Establish KPIs and reporting mechanisms
that provide a clear picture of performance, challenges, insights, and opportunities in CX Innovate on tools and technology , from CRM platforms to AI integrations, to support customers with excellence and efficiency. This should describe you: 8+ years of experience in customer experience, customer service operations, or related field—ideally at a direct-to-consumer brand or fast-scaling company. Proven experience leading, managing, developing, and scaling CX teams, including managing third-party support vendors and complex operational systems. Strong analytical chops—comfortable with dashboards, funnel metrics, A/B testing, and root cause analysis. Ability to digest, synthesize, and share strategic plans with stakeholders Comfort and familiarity working with, testing, and integrating new technologies Strategic thinker who can define vision and priorities, but also roll up sleeves to fix workflows or build better reports. Deep empathy for customers, with understanding of business goals and trade-offs. Excellent communication and collaboration skills—able to align executives around strategy and coach frontline agents. Experience with tools like Gorgias, Shopify, Recharge, or similar platforms—an eye for where tech can elevate the human experience. Here is who you will work with: Reporting to the VP, Head of Global Digital for Harry’s and Flamingo An amazing global CX/CS organization A part of the broader Global Harry’s and Flamingo Digital team Benefits and perks Medical, dental, and vision coverage Equity in Mammoth Brands Flexible time off and working hours Wellness and L&D stipends 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood Fun IRL and virtual events including happy hours, team building events, and rooftop gatherings Free products from all of our brands Mammoth Brands is committed to equality, inclusivity and a positive work environment. We are an Equal Opportunity Employer and strive to provide equal employment opportunities to all individuals. We recruit, hire and promote without regard to race, color, creed, national origin, religion, sex, sexual orientation, gender identity or expression, disability, or any other status protected by law.
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