CX & Brand Experience Manager

Renfro Brands; Winston-Salem (NC); On-site; USD 85,000 - 120,000; Full time

Job summary

Renfro Brands is seeking a Customer Experience Manager at our Corporate Office in Winston-Salem, NC to elevate the customer journey across ecommerce, brand, and product touchpoints.

You will own CX operations, develop product knowledge, coach a team of CX specialists, and partner with Marketing, Merchandising, and Product to ensure brand voice, sizing guidance, and thoughtful recommendations. This role blends analytics, automation, and human service to drive loyalty.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Fashion Merchandising, or a related field preferred.
• 5–7 years of customer experience, customer service, ecommerce, retail, or related consumer-facing experience.
• Experience within apparel, fashion, lifestyle, beauty, premium consumer goods, or another product-led consumer brand strongly preferred.
• 1–3 years of people leadership, supervisory, or team-lead experience preferred.
• Experience supporting a direct-to-consumer ecommerce business strongly preferred.

Responsibilities

• Lead and develop Customer Experience Specialists to deliver consistently high levels of service and product knowledge.
• Own CX operations, technology optimization, AI-driven enhancements, reporting and analytics.
• Collaborate with Ecommerce, Brand, Marketing, Product, Merchandising, and Operations teams to improve the customer journey.
• Establish and maintain customer service standards reflecting brand voice across channels.
• Develop product education resources with cross-functional partners for launches and seasonal assortments.
• Identify opportunities to improve the customer journey and balance personalization with efficiency.

Skills

CX management

Ecommerce

Leadership

Communication

Brand voice

Product knowledge

Education

Bachelor's degree in Business, Marketing, Communications, Fashion Merchandising, or related field

Tools

Shopify administration

Gorgias

Zendesk

Kustomer

Excel

Analytics dashboards

Job description

Renfro Brands is seeking a Customer Experience Manager at our Corporate Office in Winston-Salem, NC to elevate the customer journey across ecommerce, brand, and product touchpoints.

You will own CX operations, develop product knowledge, coach a team of CX specialists, and partner with Marketing, Merchandising, and Product to ensure brand voice, sizing guidance, and thoughtful recommendations. This role blends analytics, automation, and human service to drive loyalty.