Most CX roles are about responding to tickets. This one is about engineering the moment a customer opens the box.

This company is looking for a Head of Customer Experience to own the physical product experience across a multi-brand DTC portfolio. You’ll be the person who decides what a customer feels the second they tear open the package — from the outer carton, to the bottle, to the insert card, to the unboxing moment that turns a one-time buyer into a subscriber who tells their friends.

You won’t be sitting in strategy meetings. You’ll be in the weeds: redesigning cartons, sourcing better insert stock, working with overseas printers on finishes, and sweating the small details that turn a generic package into a memorable one. The job is to make every package across 8 brands and 30+ products feel intentional, premium, and on-brand — at scale, fast, and without a team to hide behind.

WHO THEY ARE

A fast-scaling DTC holding company running 8 high-growth brands in health, wellness, and skincare. The team operates lean by design: senior operators, no bloat, AI-native workflows, and a stated vision of running 50+ brands with a small team. Days are dynamic. Decisions move fast. The work directly shapes the experience of millions of customers across the portfolio.

This is a full-time, remote contractor position.

WHAT’S IN IT FOR YOU

• Own the physical customer experience for a multi-brand DTC portfolio doing 9-figure run-rate revenue.
• Work cross-functionally with the Head of Procurement, the Product Launch Manager, and the design team to bring the vision to life.
• Ship constantly. Fast feedback loops, real customers, real data, no committee.
• Remote, flexible setup with a high-trust, performance-driven culture.
• Build the CX function from scratch in a company that treats customer experience as a structural moat, not a cost center.

WHAT YOU’RE GETTING INTO

• Own packaging end-to-end across 8 brands: outer cartons, primary packaging, labels, secondary boxes, mailers, and every other physical touchpoint a customer interacts with.
• Own insert cards as a CX and revenue lever — design the in-box content that drives subscription continuation, cross-sell to other brands, review velocity, and customer education.
• Engineer the unboxing moment for every brand so it feels deliberate, premium, and consistent with the brand promise on the ad.
• Brief and direct the design team on packaging artwork, insert design, and brand systems — you set the spec, they execute, you approve.
• Partner with the Product Launch Manager to keep packaging and insert revisions on schedule across multiple brands launching and refreshing simultaneously.
• Partner with the Head of Procurement and overseas manufacturers on materials, finishes, MOQs, lead times, and cost — push for premium feel without blowing margin.
• Continuously research the market — competitor unboxings, emerging DTC brands, retail trends, packaging innovations — and bring back ideas other portfolios haven’t caught onto yet.
• Back every recommendation with data: customer feedback, test results, competitor benchmarks, cost analysis. Gut feeling alone doesn’t move forward here.
• Run rapid in-market tests on insert variations, package configurations, and unboxing changes; measure impact on rebill rate, NPS, review velocity, and CSAT.
• Build a repeatable system so launching brand #9, #10, and beyond doesn’t require reinventing CX from scratch.
• Stay close to the customer — read the reviews, watch the unboxing videos, talk to CS, and translate what you see into the next iteration.

WHO YOU ARE

• You’ve owned packaging and unboxing for a DTC brand (or several) and can show real before/after work — not just slides.
• You have strong taste and an eye for detail. You can articulate why one design, material, or finish beats another and you push for the better option.
• You’ve worked directly with overseas manufacturers (ideally China) on packaging specs, samples, and production runs. You know what to ask for and what to push back on.
• You think in margin, COGS, and lead time — not just aesthetics. Every CX decision has a unit-economics consequence and you weigh both.
• You back ideas with data: customer feedback, test results, competitor benchmarks, cost analysis. Gut feeling alone is not enough.
• You’re actively scanning the market — new DTC brands, competitor unboxings, packaging innovations — and you bring ideas in proactively, not when asked.
• You operate in the weeds. You write the brief, mark up the proof, chase the sample, approve the finish. You don’t need a team underneath you to be effective.
• You move fast with structure. You can juggle 8 brands and 30+ products without dropping balls or needing weekly status meetings.
• Bonus: experience in supplements, skincare, or health/wellness DTC. Bonus: experience with subscription products and the rebill experience. Bonus: AI-native in your workflow.

WHAT SUCCESS LOOKS LIKE

• 30 Days: You’ve audited every brand’s current packaging and unboxing experience, identified the highest-impact gaps and quick wins, and aligned with leadership on year-1 priorities.
• 60 Days: You’ve shipped the first round of packaging and insert improvements on at least one flagship brand, established a working relationship with the design team, Product Launch Manager, and Head of Procurement, and defined the spec library and brief template that future work will follow.
• 90 Days: You’ve rolled out a coherent CX standard across the portfolio, run measurable tests on insert and unboxing variations, and built the repeatable system that lets the next brand launch hit a high CX bar from day one.