Director of Customer Experience

Role overview

SBH Fashion is hiring a Director of Customer Experience to shape and improve the full customer journey across its luxury fashion business. The position is responsible for guiding the Customer Service function, strengthening operational performance, and delivering a high-end service experience for both VIP clients and a large customer base.

Team leadership and service operations

• Manage, coach, and grow the Customer Service team.
• Direct a team made up of 3 Customer Service Associates and 1 VIP Manager.
• Set and uphold premium service standards that match a luxury brand environment.
• Run customer service operations while handling a large flow of inquiries and escalations.
• Support VIP customers with attentive, white-glove service.

Customer experience strategy

• Create initiatives that improve customer satisfaction, loyalty, and retention.
• Work with Ecommerce, Operations, Logistics, and Marketing to strengthen the overall customer journey.
• Review customer feedback, service performance data, and operational KPIs to find improvement opportunities.

Qualifications and fit

• At least 5 years of leadership experience in Customer Experience, Customer Service, or Client Services.
• Background in luxury fashion, premium retail, beauty, or consumer brands is preferred.
• Experience serving both VIP/high-net-worth customers and large-scale support environments.
• Previous people management experience with customer service teams.
• Strong working knowledge of Gorgias and Shopify.
• Comfort using service metrics and reporting to guide decisions.
• Strong communication, leadership, and problem-solving abilities.
• Experience building and scaling support processes in a fast-moving ecommerce setting is highly desirable.

Compensation

The annual salary for this role is listed at $120,000 to $130,000.