Director Customer Experience

The Director of Guest Experience will define and lead the end-to-end experience for our customers, ensuring consistency across touch points and manage the Customer Service and VIC teams. This role is responsible for building best-in-class VIC (Very Important Customer) strategy while elevating customer service into a brand-defining function.

Responsibilities

Customer Experience

• Oversee the Guest Experience function on Brand.com, ensuring a seamless, elevated experience across all touchpoints.
• Establish and own key KPIs including CSAT / NPS, first response and resolution time
• Define service standards and tone of voice.
• Own and actively manage the brand’s public reputation across review platforms (ex. Google, Trustpilot), ensuring timely, on-brand responses and leveraging customer feedback to inform continuous improvement across the business.
• Translate Voice of Customer data into improvements across product descriptions, sizing and fit guidance and site experience in collaboration with the eCommerce team.
• Identify opportunities to elevate the post-purchase experience, including returns, exchanges, and follow-up communication.
• Serve as primary escalation point for high-impact customer issues.
• Resolve escalated client issues with discretion and a solutions-oriented mindset, partnering closely with Logistics and the Warehouse as required.

VIC Strategy, Team Building, & Clienteling

• Develop and execute a comprehensive VIC strategy, including segmentation, outreach cadence and personalized engagement plans.
• Build and scale the VIC sales team, including hiring, onboarding, and defining roles and responsibilities.
• Establish clear sales goals, KPIs, and performance expectations for VIC and Guest Experience team members.
• Partner with Retail, Styling, and VIC Sales teams to drive top-client acquisition, retention, and reactivation.
• Create exclusive experiences for VIC clients (private appointments, previews, events, and gifting strategies), in partnership with the Brand team.
• Establish KPIs around VIC performance (spend, frequency, retention, lifetime value).
• Create playbooks and toolkits to scale VIC outreach, styling engagement, and follow-up practices.

Omnichannel Experience Strategy

• Collaborate with eCommerce and Operations teams to optimize the digital customer journey.
• Identify friction points and implement improvements to enhance conversion and retention.

Systems & Personalization

• Leverage CRM and customer data to inform segmentation, targeting and outreach strategies.
• Partner with Technology and eCommerce teams to optimize tools (CRM, helpdesk platforms, etc.).
• Develop reporting frameworks to track customer behavior, VIC performance, and service effectiveness.
• Utilize AI an automation to enhance personalization, improve response efficiency, and scale high-touch experiences.

Requirements

• 8-12 years of experience in customer experience, clienteling, VIC/VIP strategy, or retail sales leadership within fashion, luxury, or hospitality.
• Proven track record of building and scaling customer-facing teams.
• Experience developing training programs and service standards in a luxury or high-touch environment.
• Strong understanding of contemporary or luxury fashion retail and eCommerce environments.
• Experience managing customer service teams and implementing service KPIs.
• Deep familiarity with CRM systems and customer data analytics.
• Polished communication skills with a strong sense of brand voice and discretion.
• Strong commercial and strategic acumen with a focus on driving revenue through retention and VIC growth.