Overview
Vice President Customer Experience Jobs in United States at Kirkland Jewelry
Title: Vice President Customer Experience
Company: Kirkland Jewelry
Location: United States
Vice President of Customer Experience
Kirkland Jewelry | Luxury Jewelry & Global Client Experience Strategy
About Kirkland Jewelry
Kirkland Jewelry is an international luxury jewelry company focused on fine jewelry collections, premium craftsmanship, and elevated customer experiences across global markets. The company operates through retail partnerships, private client services, wholesale channels, and international e-commerce platforms, serving clients across North America, Europe, the Middle East, and Asia.
As the company continues to expand globally, we are committed to building a world-class customer experience strategy that strengthens client relationships, enhances brand loyalty, and supports long-term international growth.
Position Overview
We are looking for a Vice President of Customer Experience with strong experience in luxury retail, global client relations, high-end customer strategy, and international business operations.
We are seeking an experienced Vice President of Customer Experience to lead and develop Kirkland Jewelry’s global customer experience strategy. This role is responsible for overseeing customer engagement, VIP client experience, service excellence, and customer satisfaction initiatives across international markets.
The VP of Customer Experience will work closely with leadership teams across sales, retail, marketing, operations, and brand management to ensure a seamless and elevated customer journey across all touchpoints.
Key Responsibilities
Global Customer Experience Strategy
Develop and execute global customer experience strategies across key international markets
Build a consistent luxury customer journey across retail, wholesale, and digital channels
Enhance customer satisfaction, retention, and long-term brand loyalty
Lead initiatives to improve client engagement and personalized services
VIP Client & Relationship Management
Oversee VIP client experience programs and relationship strategies
Support development of high-net-worth client engagement initiatives
Strengthen customer relationships across international markets
Ensure premium service standards across all customer-facing teams
Retail & Service Excellence
Partner with retail and operations teams to improve in-store and online customer experiences
Develop customer service standards, training programs, and performance benchmarks
Monitor customer feedback and identify service improvement opportunities
Support customer experience during product launches and brand events
Performance & Operational Management
Track customer experience metrics and service performance across regions
Analyze customer insights, market trends, and behavioral data
Identify opportunities to improve operational efficiency and client satisfaction
Provide regular reporting and strategic recommendations to senior leadership
Strategic Collaboration
Work closely with internal teams including sales, marketing, retail, and operations
Support international expansion and brand development initiatives
Contribute to long-term customer growth and commercial planning
Collaborate with leadership on customer-focused business strategies
Requirements
15–25 years of experience in customer experience, luxury retail, client relations, or international business management
Background in jewelry, fashion, luxury goods, or premium consumer brands preferred
Experience managing international customer experience strategies and global markets
Strong leadership, communication, and relationship management skills
Understanding of luxury client expectations and premium service standards
Experience working in multi-market and cross-border business environments
Fluent in English, additional languages are a plus
Preferred Experience
VP or senior leadership experience in customer experience or luxury retail management
Experience in jewelry, luxury fashion, or premium lifestyle brands
Exposure to international retail operations and global customer programs
Experience supporting international brand growth and customer expansion strategies
Why Join Kirkland Jewelry
Opportunity to lead global customer experience strategy within a growing international luxury brand
High-impact leadership role with direct influence on global client engagement and brand development
Close collaboration with senior leadership and international teams
Dynamic and fast-growing international business environment
Work Type
Full-time / Executive-Level / International Role
Remote + Hybrid work arrangement (flexible based on business and regional needs)
The company typically operates under a hybrid working model with flexible remote collaboration and scheduled team coordination when required.
Compensation
- Executive-level compensation package including base salary, performance bonus, and long-term growth opportunities, negotiable based on experience.
