Director Customer Experience

We are seeking a highly experienced and detail-oriented Customers Experience Director to lead and elevate our Customer Experience team.

Core Responsibilities

• Customer Experience Strategy
  1. Develop and lead the execution of a comprehensive customer experience strategy across physical and digital retail environments.
  2. Map and continually optimize the end-to-end customer journey.
  3. Identify key moments of truth and pain points to enhance customer satisfaction.
• Retail Experience Leadership
  1. Work closely with retail store leadership to ensure front-line teams are aligned with customer-centric values.
  2. Implement and standardize best practices, service protocols, and training materials.
  3. Monitor and elevate in-store experience through mystery shops, customer feedback, and performance KPIs.
• Voice of the Customer (VoC)
  1. Create feedback loops from customer insights (surveys, reviews, social media, etc.) to inform and improve operational decisions.
  2. Collaborate with operations and marketing teams to embed customer feedback into design, service, and promotion initiatives.
• Team Development
  1. Lead and mentor a customer experience team focused on innovation, responsiveness, and service excellence.
  2. Partner with HR/training teams to build and deliver onboarding and ongoing learning programs for retail staff.
• Analytics & Reporting
  1. Track, analyze, and report on key customer experience metrics including NPS, CSAT, retention, and conversion.
  2. Develop and manage KPIs to measure customer experience performance at the store and regional levels.

Essential Qualifications

1. Bachelor's degree in business, Marketing, Retail Management, or related field (master's preferred).
2. 5+ years of progressive experience in retail operations, customer experience, as customers experience Director.
3. 15+ years of overall customers experience in the retail field.
4. Proven leadership experience in a multi-store retail environment.
5. Strong understanding of customer journey mapping and service excellence principles.
6. Exceptional interpersonal and communication skills.
7. Data-driven mindset with the ability to interpret and act on customer insights.
8. Experience with customer feedback tools (e.g., Genesys) and CRM systems.

Preferred Attributes

1. Strategic thinker with operational execution capabilities.
2. Passion for customer service and improving human experiences.
3. Creative problem-solver who thrives in a fast-paced environment.
4. Collaborative and influential leader capable of aligning stakeholders across departments.