Overview
Director of Client Services Jobs in Los Angeles Metropolitan Area at STAUD
Title: Director of Client Services
Company: STAUD
Location: Los Angeles Metropolitan Area
STAUD Clothing, headquartered in Los Angeles, CA, has an opening for a Director of Client Services working a hybrid role in Los Angeles.
Founded in Los Angeles in 2015 by Sarah Staudinger and George Augusto, STAUD stands at the intersection of vintage inspiration and modern design—cool, confident, and deeply tied to culture. From cult-favorite accessories to elevated collaborations with brands like Birkenstock and St. Regis, STAUD has built a world that’s distinctly LA yet globally resonant.
STAUD offers a health care plan to include medical coverage, dental care, vision insurance, an FSA plan, and a matching 401k plan.
Role Overview
The Director of Client Services will be responsible for defining and scaling STAUD's customer experience strategy across ecommerce and retail channels, ensuring every customer interaction reflects the brand while driving operational excellence, customer loyalty, and business growth.
Essential Duties:
- Management of all internal and external Customer Service Teams
- Lead, grow, and develop internal customer service team
- Responsible for hiring and development of in-house team
- Adapt balance of internal and external teams as necessary
- Develop pipeline of talent to ensure fully staffed at all times
- Act as key partner for Omni Channel roll out, including training teams on Fulfill
- from Store and Buy Online, Pick Up In Store
- Establish customer service as a strategic business function that drives customer retention, loyalty, and lifetime value.
Ensure best-in-class customer service:
- Identify and implement technology, automation, AI, and self-service solutions to improve efficiency and customer satisfaction.
- Develop and execute a multi-year customer experience roadmap aligned with STAUD's growth objectives
- Own all customer communication channels and service standards, ensuring consistent, premium brand representation across every customer interaction.
- Manage customer service escalations, providing best in class service
Customer Service Reporting and Analysis
- Provide in-depth customer service reporting from Gorgias and any relevant platforms, including but not limited to trends, areas of opportunity, channel frequency, and KPIs
- Establish and own department KPIs, including CSAT, NPS, SLA adherence, response times, resolution rates, productivity, retention, and customer lifetime value impact.
- Develop executive-level reporting and present insights and recommendations to senior leadership.
Operational Management Support
- In partnership with the Operations team, provide high-level communication with the warehouse regarding eCommerce needs
- Direct management of the in-house CS team for day-to-day operational needs, such as the back order report, returns, cancellations, and other operational needs
- Oversee Signifyd account and workflow
Prerequisite Knowledge, Skills, and Education:
- 5-7 years of customer service/customer experience leadership, preferably within luxury, fashion, or premium consumer brands.
- Experience managing both in-house and outsourced customer service teams.
- Expertise with Gorgias, Shopify, CRM platforms, and customer analytics tools.
- Proven success scaling customer support operations in a high-growth environment.
- Strong analytical and cross-functional leadership skills.
Physical and Mental Requirements
- Ability to stand or sit for extended periods of time.
- Ability to lift up to 25 pounds safely.
- Ability to move throughout office and retail environments with ease.
- Ability to read, write, and communicate effectively in English.
- Ability to interact effectively with internal and external partners.
- Ability to operate standard office equipment safely.
- Ability to work in a fast-paced, dynamic environment.
- Correctable vision and hearing.
- Ability to work on-site.
Job Type: Full-Time, Exempt
