Jeremy Godin
Director of Client Engagement @TATCHA
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WORK HISTORY
Director of Client Engagement @TATCHA
Tatcha is a Japanese skincare and beauty brand that uses traditional Japanese Skincare rituals and ingredients in its products. Tatcha\'s products are based on the Japanese concept of we, which means harmony. Our promise is to help bring you harmony from skin to soul. Built strong cross-functional partnerships (Digital, DTC, Marketing, Social, etc.) to align strategies onkey drivers and KPIs, ensuring seamless execution throughout the year. Designed and led proactive clienteling initiatives, including video consultations, new productlaunches, and engagement strategies for high-LTV and new-to-Tatcha clients. Established customer relationship metrics, driving improved data collection, analysis, andoptimization of KPIs and SLAs. Improved SLAs year-over-year: Email ≤ 8 hrs (90%+ compliance), Chat ≤ 2 min (+13% YoY), Voice ≤ 1min (+10% YoY). Increased KPIs year-over-year: CSAT from 4.70 → 4.76 and NPS +14%, ranking highest among allUnilever Prestige brands. Implemented AI and automation in support operations, driving measurable productivity gains andenhanced customer experience.
SKILLS
ABOUT JEREMY GODIN
I bring deep expertise in building, scaling, and optimizing in-house, call center, and BPO operations to deliver high performance and achieve business objectives. My career has been intentionally agile, spanning roles from frontline phone agent and retail associate to technical lead, manager, director, and strategist. This breadth gives me a unique 360° perspective of customer service, support, technical operations, and organizational leadership.I believe that strong support teams are not just operational necessities, they are competitive advantages. My leadership philosophy centers on cultivating culture as a business driver: mentoring, developing, and empowering teams to excel in even the most fast-paced, high-growth environments. I prioritize creating workplaces where employees feel heard, valued, and invested in the company’s future, because when people thrive, businesses thrive.Alongside people leadership, I am an advocate for AI and automation in customer experience, leveraging tools that reduce manual effort, streamline workflows, and free teams to focus on high-value, human interactions. From implementing AI-driven self-service solutions to optimizing ticket routing and knowledge bases, I’ve seen firsthand how the right technology, combined with empowered employees, can elevate customer satisfaction while driving efficiency and scalability.Specialties: Operational management, AI and support automation, mobile technical support, training & employee development, team building, startup support models, cost-efficient support structures with high customer impact, and cross-department collaboration.Technology: RightNow, Zendesk, Desk.com, TalkDesk, Parature, JIRA, Google Sites, HipChat, PagerDuty, PowerPoint, Hobbit Monitor, LiveChat, Delighted, Salesforce, Excel, Ventrilo, Dreamweaver, iOS and Android Devices, Windows 11, Kustomer, Gleen
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