Eli Weiss

Yotpo

Yotpo, the leading eCommerce retention marketing platform, helps more than 30,000 forward-thinking brands like Steve Madden, Princess Polly, Brooklinen, and Glossier win customers for life. 

Our platform approach connects data-driven solutions for reviews, loyalty, SMS, email, and subscriptions, empowering brands to maximize the value of their customers.

Yotpo is a Forbes Cloud 100 company with offices worldwide including New York, London, Sydney, Sofia, Toronto, and Tel Aviv.

VP Retention Advocacy

Gorgias

Ambassador

Jones Road Beauty

Clean, strategic, high-grade formulations that work on every skin type and tone—and that are as simple to use as they are to master. 

Jones Road is a lifetime of beauty knowledge, distilled.

Founded by Bobbi Brown.

Senior Director of Customer Experience & Retention

OLIPOP PBC

OLIPOP is a deliciously refreshing tonic that is crafted with prebiotics, botanicals, and natural plant fiber to support your microbiome and benefit digestive health. A new kind of soda!🥤

Lead:
• Customer Experience 
• Retention

Some cool stats:
• 30x’d subscription customer base while lowering monthly churn by 70%
• Sustained a CES and NPS (related to CX) score in the 90’s 
• Grew revenue driven from CX team by over 1200%
• 88% decrease in 1st response time in 1st 60 days
• 91% decrease in resolution time

Director of Customer Experience

CX Friends

CX Friends is a discord community of Customer Experience leaders and operators to talk shop, vent, and network. 

Over 1400 CX’ers call this space home.

Founder

SIMULATE

SIMULATE (Developer of NUGGS) is developing nutrition technology that advances nature’s codebase. SIMULATE’s first product, NUGGS, is a plant-based chicken nugget. 🌱🐔 

• First CX team hire at NUGGS. 
• Raised CES score from 73 to 97 in first 10 days of employment.
• Worked across ops, growth, logistics to build a tight feedback loop and increase retention. 
• Built out “above and beyond” framework to wow customers - raised LTV by more than 30%.
• Maintained average response time of less than 30 minutes on inbound communication.

Customer Experience

FUGU Luggage

FUGU Luggage is a DTC luggage startup that invented the first fully expandable suitcase. 🧳 

• Hired and mentored a CX team.
• Addressed customer complaints and spearheaded changes in processes across all functions. 
• Used data & analytics to improve the customer experience & rebuild trust from ground up.
• Generated repeat funding from ≈ 90% of original investors, raising 7x original target via Kickstarter & IGG for 2nd gen product.
• Executed international rollout for 2nd gen product. Fully sold out with $0 in ad spend.
• Headed logistics department to distribute post-launch. Worked with 4 different 3PL’s to distribute to customers in 64 countries.

Director of Customer Experience, Operations & Business Development

Customer Experience & Operations Manager

Customer Experience Associate

Sayar Care

Sayar Care combines natural formulas with clinical data, allowing us to create effective solutions marketable as clinically tested, while avoiding the lengthy and expensive process required by the FDA for standard clinically tested products.

Co-Founder

Tech-Keys

Tech-Keys is a top 100 Vertical Market Managed Service IT Provider in NJ. 👨🏻‍💻 

• Introduced a formal proactive client management program to identify and address issues.
• Developed and nourished relationships with clients and ensured they were getting a real ROI.
• Catapulted firm’s reputation, enabling 10-fold revenue growth to become a top 100 IT provider in the country.

Chief Of Staff

Express Kitchen & Bath

Express Kitchen and Bath is a fast-growing Kitchen and Bath startup in NJ. 👷🏻‍♂️

• Created a process for up-selling higher-quality materials and custom options. 
• Introduced proactive post-installation checkups to reduce churn.
• Increased revenue per customer, customer referral rates and LTV.
• Enabled company’s 10X increase in size and valuation - from regional provider to nationwide.

Field Manager

VP Retention Advocacy at Yotpo. Building the future of Customer Retention. 👨‍💻 🦩Ex Jones Road Beauty, OLIPOP

I’ve spent over a decade building and operating early-stage startups. 

I am particularly known for my work around the convergence of Customer Experience and Customer Retention at DTC brands such as Jones Road Beauty, OLIPOP, and many more. 

Alongside my hands-on experience, I've consulted with over 100 other brands, helping them enhance their Retention and CX strategies.

After years of building brands that put the customer first, I’ve switched to the tech side to help build the future of Customer Retention at Yotpo. 

37 countries and counting! 🌎 ✈️

Twitter: @eliweisss

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