Overview
Director of Customer Experience Jobs in New York, NY at SBH Fashion
Title: Director of Customer Experience
Company: SBH Fashion
Location: New York, NY
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
