Director of Customer Experience

About the role

We are seeking a Director of Customer Experience to shape and elevate the end‑to‑end journey for our luxury fashion customers. Reporting to senior leadership, you will oversee a dedicated Customer Service team and ensure world‑class service for both high‑value VIP clients and a high‑volume shopper base.

Key responsibilities

• Lead, mentor and develop a team of three Customer Service Associates and one VIP Manager.
• Define and maintain best‑in‑class experience standards that reflect a luxury brand image.
• Manage day‑to‑day service operations, balancing high inquiry volumes with complex escalations.
• Design and implement strategies to boost satisfaction, retention and loyalty.
• Collaborate with Ecommerce, Operations, Logistics and Marketing to continuously improve the customer journey.
• Analyse feedback, service metrics and KPIs to identify and act on improvement opportunities.
• Oversee VIP relationships, delivering white‑glove service experiences.

Required profile

• 5+ years of leadership experience in Customer Experience, Service or Client Services, preferably within luxury fashion, premium retail, beauty or consumer brands.
• Proven ability to manage both high‑touch VIP and high‑volume support environments.
• Demonstrated people‑management skills with a track record of building high‑performing teams.

Required skills

• Hands‑on experience with Gorgias.
• Proficiency in Shopify.

What we offer

• Competitive salary range of $120,000–$130,000 per year.
• Opportunity to lead a strategic function within a fast‑growing luxury ecommerce business.