Director of Customer Experience
$120k - $130kSBH Fashion Inc.
Job Title: Director of Customer Experience Position Overview Seeking a Director of Customer Experience to lead and elevate the end-to-end customer journey across its luxury fashion business. This role will oversee the Customer Service team, drive operational excellence, and ensure exceptional service delivery for both high‑value VIP clientele and a high‑volume customer base. Key Responsibilities Lead, mentor, and develop the Customer Service team, including: 3 Customer Service Associates 1 VIP Manager Establish and maintain best-in-class customer experience standards aligned with a luxury brand environment. Manage customer service operations while balancing a high volume of customer inquiries and escalations. Develop strategies to enhance customer satisfaction, retention, and loyalty. Partner cross-functionally with Ecommerce, Operations, Logistics, and Marketing teams to improve the customer journey. Analyze customer feedback, service metrics, and operational KPIs to identify opportunities for improvement. Oversee VIP customer relationships and ensure white‑glove service experiences. Qualifications 5+ years of Customer Experience, Customer Service, or Client Services leadership experience, preferably within luxury fashion, premium retail, beauty, or consumer brands. Proven experience managing both: High-touch, high-net-worth/VIP customers High-volume customer support environments Prior people management experience with customer service teams. Strong proficiency with: Gorgias Shopify Data-driven mindset with experience using customer service metrics and reporting to drive decisions. Excellent communication, leadership, and problem-solving skills. Experience scaling customer support processes in a fast‑paced ecommerce environment is highly preferred. Salary: $120,000–$130,000 #J-18808-Ljbffr
Vacancy posted 2 days ago
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