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Director of Client Experience

Recompose is seeking a director of client experience to ensure that every person who interacts with us receives the unique Recompose experience.

OVERVIEW

Recompose is an ecological death care company offering the service of natural organic reduction (NOR), where human bodies are converted into soil (aka “human composting”). The Recompose model offers an authentic, participatory experience for families and a natural return to the earth for the dead. Recompose is transforming the funeral industry and creating deep ecological change. We are looking to hire people who are passionate about creating a radical new death care paradigm and helping to heal the environment through this work.

The Recompose experience has been cultivated for almost a decade. It includes everything we put out into the world: our website, the people we hire, the language we use – even the box we have designed to send soil back to families. At the heart of this experience is our conviction that intentional design can create conditions for finding meaning and joy even in the face of painful emotional situations such as the death of a loved one.

Recompose is seeking a director of client experience to ensure that every person who interacts with us receives the unique Recompose experience. This person will distill and propagate our vision for ecological death care, compiling all aspects that have been designed and working with the CEO and client-facing teams to create and implement those which are lacking. They will then help roll out these elements in every new Recompose operation, so that the individual who chooses NOR for their person in one location has much the same experience as someone on the other side of the continent.

Recompose lives by the framework “Inform, Comfort, Inspire.” The director of customer experience will help weave these concepts into Recompose’s external messaging. They will collaborate with our outreach manager to continue to build a robust and recognizable brand and develop a marketing strategy. They will work with our services teams and customer service team to ensure we can deliver the words, actions, and moments necessary for our families to experience this transition with as much meaning as possible.

The director of client experience will report to the CEO and will manage all three of our client-facing teams – services (funeral directors), customer service, and marketing/outreach – to make certain that everyone interacting with our customers follows the same “Recompose” roadmap. This director will directly supervise the managers of each of these teams. They will also collaborate with HR and the CEO to ensure that our internal policies and messaging reflect the same framework as our external ones.

The director of client experience is not expected to have worked in human composting or death care before – this is an emerging industry. Qualities we are looking for include a willingness to not know (but to investigate all options), an extremely high level of organization and communication, and a collaborative management approach that will support and strengthen our excellent client-facing teams.

Responsibilities include:

  • Manage all three client-facing teams, supervising those teams’ managers directly.
  • Work with services teams to seek ways to improve the client experience and help to design and implement Recompose-specific initiatives, policies, and procedures.
    • Support the design and execution of informative and celebratory events.
    • Support the development and implementation of innovative ways to educate the community about the Recompose death care option.
    • Understand the unique challenges services staff face as funeral directors and support their work providing a beautiful experience to grieving people while holding excellent boundaries.
  • Support services teams and customer service team in problem-solving customer escalations, ensuring the best possible experience for clients at all points in their journeys.
  • Collaborate with services managers and finance team to understand and improve the overall financial picture and goals of Recompose’s service offerings.
  • Collaborate with outreach manager to ensure that website, outgoing messaging, planned events, and other marketing functions fully illustrate the Recompose experience.
  • Collaborate with outreach manager and finance team to understand and improve the overall financial picture and goals of Recompose’s marketing/outreach efforts.
  • Partner with all client-facing services teams to develop a suite of operating metrics and service standards.
  • Provide long and short-term strategic direction and analytical support to the CEO and other leaders.
  • Guide the continued development and improvement of the digital customer experience.
  • Collaborate with CEO in defining organizational goals and strategic plans.
  • Contribute to their teams’ performance through mentorship, career development, coaching, and motivational support.

QUALIFICATIONS

  • 5+ years of management experience, preferably using principals of collaborative leadership.
  • 5+ years’ experience in marketing, sales, customer experience, hospitality, design, brand/identity and/or customer service.
  • Excellent communications skills, both written and verbal.
  • Outstanding organizational and planning
  • A collaborative mindset for working with and managing services, customer service, and outreach/marketing teams.
  • Ability to earn trust, maintain positive and professional relationships, and contribute to a culture of inclusion.
  • Experience with project management, including basic scheduling and budgeting.
  • Experience in setting and executing strategy for customer marketing, product marketing, and/or customer retention.
  • Experience with customer relationship management (CRM) technology systems to collect and maintain customer data.
  • Experience using data to track project effectiveness.
  • Experience creating and maintaining consistent systems across multiple locations, states, or regions.

ADDITIONAL QUALIFICATIONS

  • Ability to act upon organizational mission, vision, and values.
  • Ability to find creative solutions to difficult interpersonal situations.
  • Experience in career development and mentorship.
  • Empathy and interpersonal sensitivity; great listening skills.
  • Resilience: ability to manage own emotions, demonstrate self-control under pressure or adversity, and practice self-care.
  • Flexibility: ability to adapt to new situations and to change focus unexpectedly.
  • Commitment to working at a progressive company that explicitly works to be anti-racist, by advocating and protecting the rights of people of color and religious minorities, and feminist, by protecting the rights of women, transgender, and gender nonconforming people.

PHYSICAL ENVIRONMENT, TRAVEL REQUIREMENTS AND EQUIPMENT

The person in this position will perform the essential function of the position primarily in an office type of environment which may require sitting/standing at a desk, as well as interacting with technology (computer, phone), for most of the day.

Travel:  some travel may be required to evaluate and work on out-of-state projects as we expand. Travel requirements may vary from 0-20% depending on a current project’s status, location, and needs. The ideal candidate is located in – or willing to relocate to – Seattle or Denver.

SALARY RANGE AND BENEFIT INFORMATION

Salary

$90,000-125,000

Benefit Information

  • Comprehensive medical, dental and vision insurance plans
  • Generous paid time off
  • Wellness and technology stipends

A NOTE ABOUT DEATH

Other than our funeral directors, only one person on our current team has come from a professional background in death care, and yet our team is the best we could have for our amazing and complex operation. Personal experience, or even just a thoughtful approach to death or dying, can help inform the work we do, but please don’t hesitate to apply because you haven’t worked in this industry previously. We are looking for people who are passionate and skilled in creating positive, memorable customer experiences and who are ready to help us build one of the best companies in the world.

EQUAL OPPORTUNITY

Our goal as an employer is to have a feminist, antiracist culture, and to employ a diverse, inclusive workforce that is representative of all people we do or might serve. As such, we do not discriminate on any protected status, and moreover, we celebrate applications from persons of color, persons of all genders and gender expressions, persons of any sexual orientation, the formerly incarcerated, and persons in of any other protected class, such as religion, disability, marital status, veteran status, national origin, pregnancy status, or genetic status. Please feel free to let us know in your application if you fit into any such category/ies, or if you need a reasonable accommodation to apply.

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Land Acknowledgement

Recompose acknowledges we make our lives and livelihoods on the lands of the Coast Salish People, specifically the Duwamish People. We honor with gratitude the Duwamish People past and present, the land itself, and the Duwamish Tribe.

Colonization is an active, persistent process. Indigenous communities continue to be resilient in protecting their ecological and cultural lifeways and deathways despite ongoing oppression. Recompose respects, shares, and supports this commitment to climate healing and environmental justice. Join Recompose in contributing to Real Rent Duwamish.