Below is my pragmatic, yet ambitious goals for my first 90 days at Candy 3.0:

First 30 Key Focus Areas:

1. Understand the Brand, Product, and Customer Journey:
   • Brand immersion: Get deeply familiar with the product, company values, and target customer base. Understand what makes Candy 3.0 unique and how this impacts customer expectations.
   • Collaborate cross-functionally: Meet with marketing, operations, and product teams to ensure Service aligns with the broader business goals, especially for the launch. Learn more about team-wide communication and how best to escalate issues with the current team.
2. Build the Customer Service Foundation
   • Choose customer service tools: Select and implement CRM, ticketing system, and communication platforms that can handle inquiries and issues at scale, both pre- and post-launch.
   • Set up communication channels: Decide on which channels (email, chat, phone, social media) will be used to interact with customers. Start to develop workflows though Zapier automations, etc.
   • Develop Knowledge Base (most likely AI):
     • Intuitive FAQ used for internal and external use
     • Create detailed workflows for common customer inquiries and escalations.
     • Establish key service principles such as response times, tone, and brand personality in communications.

Day 30-60 Key Focus Areas:

1. Develop Proactive Communication Strategies:
   • Pre-launch communication: Plan and draft communications (e.g., email templates, social media posts) for pre-launch announcements, order confirmations, and potential issues.
   • Develop Surveys: Based on KPIs set for the Service team
   • Set up customer alerts: Automate proactive customer alerts for any shipping delays or product-related concerns during and post-launch.
   • Develop Resolution Matrix: Build a reference for Service team
2. Collaborate with Marketing:
   • Align on messaging: with the marketing team to ensure consistent tone and brand messaging across channels.
   • Retention: Work with marketing to develop a loyalty or referral program that incentivizes repeat purchases, as customer retention will be crucial post-launch. Also…merch!!!
3. Simulate Launch Scenarios:
   • Stress-test systems: Run mock scenarios and stress tests to simulate potential spikes in customer inquiries and complaints during the launch. Ensure the team can handle large volumes.
   • Create contingency plans: Prepare for potential issues (e.g., delayed shipments, quality concerns) by developing contingency responses and backup logistics plans.
     • Spend more time with Ops and Fulfillment team to understand additional variables.

Day 60-90 Key Focus Areas:

1. Customer Service During Launch:
   • Monitor in real-time: Keep a close eye on customer feedback and service tickets as soon as the product launches. Respond quickly to any emerging trends, like shipping or quality concerns, and adjust the plan accordingly.
   • Escalation management: Ensure any escalations or issues are resolved swiftly to maintain customer trust and satisfaction during the crucial launch phase.
2. Post-Launch Follow-Up:
   • Engage early customers: Send out follow-up emails to all customers within 7 days of delivery, asking for feedback and ensuring satisfaction.
   • Incentivize repeat customers: Reward early adopters with loyalty points or surprise them with free samples in their next order to build long-term loyalty.
3. Analyze and Improve:
   • Review customer feedback: Analyze the data from the first month of operations to identify recurring issues and opportunities for improvement.
   • Team debriefing: Hold a team debrief to evaluate the launch process, what went well, and what can be improved for future launches.
4. Team Onboarding:
   • Develop tools and improve ways to onboard new team members (as envisioned by Jared)