Are you our new Customer Experience and Retention Lead?

About us

Tom Wood is a Norwegian jewellery house founded in 2013 by Mona Jensen, and our Company consists of approximately 60 employees across Oslo, Tokyo, and Barcelona.

Rooted in Scandinavian aesthetic principles of innovation and functionality, our jewellery house is known for its contemporary and distinctive design. With a commitment to responsible practices and quality, jewellery from Tom Wood is crafted to last a long time with the lowest environmental impact as possible.

About the role 

We are currently looking for a customer-obsessed, data-driven, and proactive Customer Experience & Retention Lead to join our dynamic team.

As our Customer Experience & Retention Lead, you will be a key player in elevating our customer experience through strategic use of CX mechanics and CRM solutions. In this role, you’ll own and enhance the way we engage with our customers, leveraging CRM to ensure a seamless and premium omni-channel experience that drives satisfaction, loyalty, and long-term retention.

You will be responsible for developing and implementing CX strategies, optimizing customer journeys through effective CRM management, and ensuring that every interaction reflects our brand’s high standards. Working hands-on, you will drive continuous improvements, guide and train the cross department-CX team, and turn customer insights into growth action.

The role is a part of our E-Commerce Department and reports to our Head of E-Commerce. 

Key Responsibilities

• Drive and execute customer experience initiatives, using CRM insights to enhance satisfaction, engagement, and loyalty

• Shape and refine customer experience policies, setting clear KPIs (CSAT, NPS, response time) informed by data analytics to measure and improve service performance

• Own and lead feedback programs, leveraging CRM tools to analyze survey data and provide actionable recommendations for service improvements

• Develop and manage VIP experiences, loyalty programs, and exclusive offerings, utilizing customer data to increase engagement and long-term retention

• Implement targeted engagement and win-back strategies, including personalized communications, proactive support, and churn-reduction initiatives through effective customer segmentation

• Act as a mentor and resource for the cross department-CX team, guiding, training, and ensuring best practices in CRM-driven customer interactions and support

• Work closely with the CX team, resolving escalations, monitoring interactions, and maintaining high service quality across all touchpoints by utilizing CX and CRM solutions

• Collaborate across teams to ensure a seamless and premium omni-channel experience for every customer, supported by integrated CX and CRM systems

Whom We Are Looking For

• 3+ years of experience in customer success, retention, or service roles, preferably in e-commerce

• Strong understanding of customer service principles, best practices, and KPIs (CSAT, NPS, churn rate, etc.)

• Experience managing customer feedback programs and surveys

• Proficiency with CRM systems and customer support technologies (e.g., Voyado, Klavyo, Dixa)

• A proactive and analytical mindset, with the ability to identify customer pain points and develop effective solutions

• Excellent communication and interpersonal skills, with the ability to interact professionally with customers and internal teams

• Highly organized and detail-oriented

• Fluent in English (written and oral)

• Experience working in an international setting or with a global customer base is an advantage

What we offer

• An international and ambitious working environment at our HQ in Grünerløkka, Oslo

• A competitive compensation and benefits package

• A creative and supportive culture with a strong focus on sustainability

• Professional growth and development in a fast-growing company

Application deadline: 31st of July

Tom Wood is a Norwegian jewellery and lifestyle brand established in 2013. With our headquarter in Oslo, the company consists of 60 employees based out of Oslo, Barcelona, and Tokyo.