How we hired an experienced Customer Experience Lead for a health & wellness e-Commerce brand

Our Result

In 2 weeks, we found a Customer Experience Lead that hit all the criteria they were looking for.

WEEK 1
Reached out to 2 candidates from our pool & sourced 50 new candidates
WEEK 1
Client spoke to a very senior specialist from our candidate pool
WEEK 2
Customer Experience Lead hired 🚀

The Starting Point

The aim was to find a Customer Experience Lead for Healthletic who would build out and create a world class customer support experience.

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Our Solution

To attract applicants with the desired qualities, we at Prosana worked closely with our client to come up with selling points, requirements, and skillsnecessary for this position.

Selling Points

  • Fully remote & international team
  • Flexible working times so the team can schedule their working hours to suit their most productive times
  • Opportunities to grow professionally and continue to build out new processes

Requirements

  • 4+ years of experience working with DTC brands
  • Experienced in managing remote & international team members
  • Proven skills in building out the customer service department

Skills We Looked For

  • Strong leadership skills
  • Problem-solving attitude
  • Strong communication skills
  • Self-starter with an entrepreneurial mindset

Our Winning Approach

Strategic talent mapping

We conducted a strategic talent mapping exercise to identify and engage high-potential candidates who were not actively job searching but had the skills and experience needed for the Customer Experience Lead.

Communicate values upfront

We crafted a compelling employer value proposition that highlighted the unique opportunities and benefits of the role, tailored to attract top talent who were aligned with the client’s vision and culture.

Key Insights That Helped Us Hire The Perfect Candidate

  • Look for individuals who excel in leading teams through change and fostering a customer-centric culture. Their ability to drive transformation and instill a customer-focused mindset will ensure they make a significant impact in the role.
  • Find candidates who have a history of boosting customer satisfaction. Their experience in implementing effective customer service strategies and delivering measurable improvements will help elevate the company’s service standards. Make sure to test these skills through a practical task.
  • Focus on candidates who can bring a strategic and innovative approach to customer service. Their capability to develop and execute forward-thinking strategies will drive growth and enhance the company’s service delivery.

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