Director of Customer Experience

About the role

The Director of Customer Experience will shape and own the end‑to‑end journey for our guests, ensuring a consistent, high‑quality experience across all brand touchpoints. Reporting to senior leadership, you will lead the Customer Service and Very Important Customer (VIC) teams while turning customer insights into strategic improvements.

Key responsibilities

• Oversee the Guest Experience function on Brand.com, defining KPIs such as CSAT, NPS, first‑response and resolution times.
• Manage the brand’s public reputation on review platforms, delivering on‑brand responses and leveraging feedback for continuous improvement.
• Translate Voice of Customer data into product‑description, sizing, and site‑experience enhancements in partnership with eCommerce.
• Develop and execute a comprehensive VIC strategy, including segmentation, outreach cadence, and personalized engagement plans.
• Build and scale the VIC sales team – hiring, onboarding, setting goals, and defining performance metrics.
• Collaborate with Retail, Styling, and VIC Sales teams to acquire, retain, and reactivate top clients, creating exclusive experiences such as private appointments and events.
• Identify friction points in the omnichannel journey and implement improvements to boost conversion and retention.
• Leverage CRM data and AI‑driven automation to personalize outreach, improve response efficiency, and scale high‑touch experiences.
• Serve as the primary escalation point for high‑impact customer issues, working closely with Logistics and Warehouse teams.

Required profile

• 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‑centric teams and programs.
• Strong analytical mindset with the ability to turn data into actionable improvements.
• Excellent communication and stakeholder‑management skills across cross‑functional teams.

Required skills

• CRM systems
• Helpdesk platforms
• AI‑driven automation tools