Our executive search team is partnering with a privately owned luxury lifestyle retailer to appoint a Director of Customer Experience. The company operates a growing collection of stores offering premium apparel, artisan jewelry, leather goods, footwear, and carefully selected accessories.

The Director will shape how customers experience the brand across physical stores and digital channels. This individual will establish service standards, strengthen client relationships, and help store teams deliver a consistently high-touch shopping experience as the business grows.

Key Responsibilities

• Develop customer experience standards across the retail network.
• Create strategies that strengthen customer loyalty and repeat business.
• Partner with store leaders to improve service quality and client engagement.
• Review customer feedback and identify recurring opportunities for improvement.
• Develop clienteling practices for high-value and repeat customers.
• Support service planning for new store openings.
• Monitor customer experience metrics and communicate findings to leadership.

Requirements

• 7+ years of customer experience, luxury retail, or premium store leadership experience.
• Proven success developing service standards across multiple locations.
• Experience with clienteling or customer loyalty programs preferred.
• Strong understanding of premium consumer expectations.
• Excellent communication and leadership skills.
• Ability to travel periodically between retail locations.

Benefits

Medical, dental, and vision insurance

Paid time off

401(k) plan

Annual performance bonus

Employee merchandise discount

Travel reimbursement

Salary: $125,000 to $155,000 per year

Keller is a recruitment agency that provides services to clients ranging from startups and non profits to multinational corporations. Keller emphasizes ethical search processes, attentive candidate care, and leadership placements that support long-term client outcomes.

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