Vice President of Customer Relations

Company Overview

SERENA LI is a fashion label that brings together classic ready-to-wear styling and modern technical apparel. Its collections are built to look refined while also delivering performance, with a strong focus on functional design, long-lasting construction, and everyday wearability. The brand is looking for people who enjoy innovation, work well across disciplines, and value a contemporary approach to clothing.

Role Overview

The Vice President of Customer Relations will lead the strategy and execution of SERENA LI’s customer relationship function. This remote, full-time position is responsible for guiding the overall customer journey and ensuring a consistently strong experience across online and offline interactions. The role includes managing customer service and account management teams, setting communication standards, reviewing customer feedback, and improving processes over time. It also involves partnering with sales, marketing, product, and operations teams so that customer insights support business goals and brand direction.

Key Focus Areas

• Direct the customer relationship strategy and keep it aligned with company priorities.
• Oversee service quality across every touchpoint in the customer journey.
• Lead and support customer service and account management teams.
• Define clear standards for customer communication and issue handling.
• Track customer feedback and satisfaction to identify improvement opportunities.
• Work closely with sales, marketing, product, and operations to share insights and align actions.
• Build and maintain strong relationships with important accounts and partners.
• Create and monitor satisfaction metrics, KPIs, and loyalty-focused initiatives.

Qualifications

• Solid background in business relationship management and customer experience, with the ability to develop durable client partnerships.
• Proven record of improving customer satisfaction and refining service delivery standards.
• Experience in sales or customer growth work that supports retention and revenue goals.
• Strong people leadership skills, including managing remote teams and coaching managers.
• Excellent communication, negotiation, and conflict management abilities, paired with an empathetic, practical approach.
• Comfort using data, customer feedback, and performance metrics to guide decisions and improve processes.
• Experience in fashion, apparel, or consumer brands is a strong advantage, and technical or performance wear knowledge is beneficial.
• Bachelor’s degree in Business, Marketing, Communications, or a related discipline; an advanced degree or equivalent professional experience is a plus.

Additional Information

This is a full-time remote position based in the United States. The role is centered on building long-term customer loyalty, improving the quality of client interactions, and supporting the brand’s wider commercial objectives through a strong customer relations function.