DTC Customer Experience Manager

At Fenix Outdoor, we believe in helping people feel at home in nature, and that begins for us with an outstanding customer experience. As our Manager of DTC Customer Experience, you’ll lead a passionate team across the US and Canada, ensuring that every customer interaction reflects our commitment to quality, care, and sustainability.

This role is both strategic and hands-on; you’ll oversee multiple functions including customer service, warranty and repair, CX operations, and our growing resale (Pre-Loved) program. You’ll collaborate closely with Ecommerce, Retail, Operations, and Finance to resolve systemic issues, mitigate fraud, and continually improve the customer journey. It’s a chance to lead a high-performing team while shaping a customer-first culture in line with our values.

Come help us craft experiences that inspire people to get outside and to keep coming back.

This is a full-time, salaried position based in Aurora, CO and reporting to our Director of Customer Experience.

What We Offer

Click here to learn more about Fenix Outdoor benefits like:

• A stimulating work environment with passionate, enthusiastic co-workers
• Opportunities for personal and professional growth that will elevate your career
• A company that treasures sustainability and acts to create future stewards of nature
• Medical, Dental, Vision, Critical Illness, Accident
• 401k with generous company match
• Generous schedule of company-paid holidays
• Product discounts on all Fenix Outdoor brands
• Industry discounts and more…

The anticipated wage for this position is $56,000-$75,000 annually, dependent on skills and experience.

What You Will Do

Leadership & Team Management

• Lead and develop the DTC Customer Service team (US and Canada)
• Manage the Repair Center Supervisor, providing guidance on warranty, repair, and resale goals and escalations
• Oversee the CX Operations Lead, ensuring effective fraud mitigation, Zendesk administration, and process efficiency
• Build, coach, and empower high-performing teams with a strong focus on service excellence and employee engagement

Customer Experience Operations

• Ensure service levels, quality standards, and escalation processes for all customer service interactions
• Oversee warranty, repair, and resale operations with a focus on efficiency and positive customer outcomes
• Partner with CX Operations Lead and Analyst on fraud management strategy, balancing controls with legitimate customer service experiences
• Collaborate cross-functionally with Ecommerce, Retail, Operations, and Finance to address systemic issues and improve the end-to-end customer journey

Performance & Continuous Improvement

• Use dashboards and analytics to evaluate team performance, customer satisfaction, and fraud trends
• Identify opportunities for process, policy, and tool improvements that enhance customer service and experience outcomes.
• Drive adoption of best practices across customer service, warranty/repair, and resale operations
• Support new initiatives, product launches, and CX enhancements through strong planning and execution

What You Bring

• 3+ years of experience in customer service or retail, with demonstrated leadership of supervisors, team leads, and front-line teams
• Strong knowledge of CX and customer service tools and platforms (e.g. Zendesk, ERP, automated phone systems, live chat)
• Proven ability to build cross-functional relationships and influence stakeholders at all levels
• Strong problem-solving, organizational, and communication skills
• Data-driven mindset with the ability to translate insights into action

Preferred (But Not Required):

• Bachelor’s degree in a related field or equivalent work experience
• Previous experience in the outdoor industry
• Experience with Zendesk (strong plus)
• Experience with fraud mitigation management (especially Kount)
• Knowledge of resale program management
• Data analysis skills

About Us

Fenix Outdoor is a global group of brands with a mission to inspire people to spend time outdoors. Our brands, including Fjällräven, Royal Robbins, Hanwag, and Devold, are committed to sustainability, adventure, and producing high-quality gear for the outdoor lifestyle.

✨ Interested?

We’d love to hear how your leadership and passion for customer experience align with our mission. Apply online today and help shape the future of how people connect with our brands.

Fenix Outdoor is committed to continually striving to create and promote a diverse and inclusive workplace for all employees. We provide equal employment opportunities. Our goal is to create a safe, fair and friendly work environment where everyone feels welcome and can thrive.