Customer Experience & Compliance Manager
Location: Stone Mountain, GA Mud Pie is a leading lifestyle brand specializing in home décor, gifts, and apparel, known for creating thoughtfully designed products that celebrate life's everyday moments. We are a collaborative organization with a strong focus on creativity, quality, and delivering products our customers love. We are seeking a passionate and strategic Customer Experience & Compliance Manager to join our Ecommerce team. This is not a traditional customer service role; this role is an opportunity to shape how customers experience the Mud Pie brand across DTC and marketplace channels, and to build the programs, processes, and infrastructure that make those experiences exceptional. This individual will serve as the voice of the customer inside our organization, partnering cross-functionally with Sales, Marketing, Operations, and Product to identify friction points, drive loyalty, and ensure every customer touchpoint reflects the Mud Pie brand promise. They will own our customer experience platform and have the opportunity to evolve how we use automation, AI, reporting, and self-service resources to deliver personalized, on-brand experiences at scale. This is an opportunity for a customer-obsessed builder who thrives in a fast-paced environment and is excited by the chance to own and elevate the customer experience function at a growing lifestyle brand. Customer Experience Leadership:
- Champion a customer-first culture and serve as the internal voice of the customer in business decisions, process improvements, and cross-functional conversations.
- Own the end-to-end customer experience strategy across DTC and marketplace channels, ensuring every interaction reflects the Mud Pie brand.
- Design and drive programs that surprise, delight, and build lasting loyalty — going beyond issue resolution to create meaningful moments.
- Identify friction points in the customer journey and partner with Sales, Marketing, Operations, and Product to drive improvements.
- Manage escalated customer situations with professionalism and empathy, protecting brand trust and reputation.
- Assist in scaling the customer experience function, including documentation, training, and future team development.
- Analyze customer feedback, reviews, support interactions, and service trends to uncover opportunities and surface emerging issues.
- Establish, track, and improve key customer experience metrics including CSAT, response time, resolution time, review ratings, customer retention, and repeat purchase behavior. OR SOME OTHER MEASUREMENT OF KPIs?
- Develop reporting and insights that help leadership understand customer sentiment and make informed decisions.
- Recommend and implement initiatives that increase customer satisfaction, retention, advocacy, and lifetime value.
- Partner cross-functionally to improve processes, policies, and website experiences based on customer data.
- Monitor customer feedback, reviews, ratings, and service metrics across marketplace channels, partnering with internal teams to address root causes and improve customer satisfaction.
- Oversee day-to-day customer support operations — including direct customer engagement — ensuring consistent, high-quality service across all channels.
- Own and evolve Mud Pie's customer service platform (Gorgias), Help Center, Knowledge Base, and self-service resources.
- Identify and implement opportunities to improve workflows, automation, AI utilization, and customer communications.
- Evaluate and implement AI-driven solutions that improve customer experience, increase team efficiency, and reduce repetitive work while maintaining brand standards.
- Help shape Mud Pie's future customer experience technology strategy and drive adoption of tools that improve efficiency and experience.
- Serve as the primary owner of MAP enforcement communications and retailer follow-up activities.
- Manage Mud Pie's MAP compliance program and monitoring software, ensuring pricing integrity across retail channels.
- Partner with Sales to identify and resolve retailer compliance issues quickly and professionally.
- Monitor compliance trends and provide leadership with clear reporting and actionable recommendations.
- 3+ years of experience in customer experience, ecommerce, or a related field.
- Experience supporting customer experience within ecommerce marketplaces (Amazon, Walmart, Faire, etc.) preferred.
- Familiarity with ecommerce platforms such as Shopify preferred.
- A track record of improving the customer journey — not just managing it.
- Hands-on experience with customer service platforms such as Gorgias or Zendesk.
- Strong analytical skills with the ability to use data to identify problems and build the case for solutions.
- Excellent written and verbal communication skills with the ability to influence cross-functionally.
- Strong organizational and problem-solving abilities with the ability to manage multiple priorities in a fast-paced environment.
- Comfort with AI tools, automation, and emerging technology.
- Proficient in Microsoft Office, particularly Excel and Outlook.
- MAP compliance experience is a plus.
- Bachelor's degree preferred or equivalent work experience.
- Must be able to commute to our office in Stone Mountain, GA Monday–Thursday.
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