Director, Customer Experience

Ben Bridge Jeweler Inc; Seattle (WA); On-site; USD 168,000 - 175,000; Full time

Benefits offered by this job

Health benefits

Employee merchandise discount

Paid training

Paid time off

401(k) with company match

Job summary

Ben Bridge Jeweler Inc is seeking a Director of Customer Experience to lead the end-to-end customer journey across stores, digital channels, service centers, and post-purchase care. Reporting to the VP – Ben Bridge Brand & Customer Experience, this role ensures the customer experience is a direct expression of the Ben Bridge brand: elevated, emotionally resonant, and differentiated in luxury retail.

The Director will champion a customer-centric culture, partner with internal and external

Qualifications

• The role requires a Bachelor's degree in Marketing, Business, Hospitality Management, Retail Management, or Communications.
• 7-10+ years in customer experience, retail ops, brand marketing, hospitality, or luxury retail.
• 3-5+ years leading enterprise-level CX initiatives and journey programs.
• Experience across physical retail and digital channels.
• Proven ability to influence stakeholders and drive cross-functional initiatives.
• Experience planning customer events and brand activations.
• Knowledge of VOC data, satisfaction metrics, and journey mapping.

Responsibilities

• Customer Experience Strategy: drive CX strategy and a roadmap aligned to brand positioning and growth.
• Brand Integration: ensure experience initiatives reflect partner standards and brand, from first impression to post-purchase care.
• Cross-Functional Collaboration & Execution: partner with store ops, Digital, Merchandising, and Supply Chain to improve KPIs.
• CX Activation & Events: plan in-store experiences and events with marketing to drive revenue.
• Branded Store Environments & Renovations: ensure luxury brand standards in shop-in-shops and renovations.

Skills

Leadership

Analytical thinking

Communication

Cross-functional collaboration

Project management

Presentation

Storytelling

Attention to detail

Customer journey mapping

CRM systems

PowerPoint

Excel

Data analysis

Education

Bachelor's degree in Marketing

Bachelor's degree in Business

Bachelor's degree in Hospitality Management

Bachelor's degree in Retail Management

Bachelor's degree in Communications

Tools

CRM systems

PowerPoint

Excel

Reporting dashboards

Job description

We have been in business for over 110 years and we are proud to be a subsidiary of Berkshire Hathaway. Ben Bridge Jeweler has over thirty stores, across the United States. We are committed to serving our customers with a quality experience with both timepieces and jewelry that will be treasured for generations. Jewelry is more than just an adornment. It is a means of expression, love, personality, and history. Its meaning only grows with time. We don’t sell to a customer just once; we want to be their jeweler for life!

Ben Bridge Jeweler's corporate office in Downtown Seattle is seeking a Director of Customer Experience to join our team.

Job Summary

The Director of Customer Experience (CX) leads the design, activation, and continuous improvement of the end-to-end customer journey across all touchpoints: stores, digital channels, service centers, and post-purchase care. Reporting to the Vice President – Ben Bridge Brand & Customer Experience, this role ensures the customer experience is a direct expression of the Ben Bridge brand: consistently elevated, emotionally resonant, and differentiated in a competitive luxury market. The Director champions a customer-centric culture and partners with internal and external stakeholders to deliver effortless, personalized, high-trust interactions.

Primary Duties and Responsibilities

• Customer Experience Strategy: In partnership with the VP – Ben Bridge Brand & Customer Experience, drive the development of the CX strategy and roadmap, ensuring it ladders directly to brand positioning and growth objectives. Translate strategy into actionable journey designs for key retail and customer segments, and own execution against the roadmap. Ensure unique brand standards are adhered to for each key partner while also focusing on elevating the luxury experience through unparallelled hospitality.
• Brand Integration: Work closely with the VP – Ben Bridge Brand & Customer Experience and the various brand partners to ensure experience initiatives, activations, training and service standards exceed expectations, creating one cohesive brand experience from first impression through post-purchase care that positively reflect Ben Bridge as well as the various brands we partner with.
• Cross-Functional Collaboration & Execution: Partner with store operations and store leadership to ensure customer interactions reinforce brand equity and drive measurable results. Collaborate with Retail Operations, Digital, Merchandising, and Supply Chain to identify and address systemic journey pain points, monitor store experience levels, and implement strategies that improve relevant KPIs. Build alignment with leaders across merchandising, e-commerce, and marketing to deliver a cohesive and elevated customer experience, presenting insights and recommendations to senior leadership. Serve as added support, when necessary, at the store level to help troubleshoot, coach and exceed expectations related to Ben Bridge and the brands we carry.
• Customer Experience Activation & Events: Partner with marketing on strategy, design, and execution of in-store customer experiences and events—including trunk shows, grand openings, VIP client experiences, gifting events, and community engagement moments. Help creatively concept unique ways to drive revenue while creating memorable experiences for our clients.
• Branded Store Environments & Renovations: Partner with brand partners, Real Estate, and Merchandising on store renovations and new builds to ensure each luxury brand's standards are upheld and achieved for specific branded experiences (e.g., a Rolex shop-in-shop). Serve as the customer experience voice throughout design, buildout, and activation, ensuring branded environments meet partner requirements while delivering a seamless, elevated in-store journey.

Education and Experience

• Bachelor's degree in Marketing, Business, Hospitality Management, Retail Management, Communications, or a related field required.

• 7-10+ years of progressive experience in customer experience, retail operations, brand marketing, hospitality, luxury retail, or a related customer-centric field.
• 3-5+ years leading enterprise-level customer experience initiatives, customer journey programs, brand activations, or service excellence programs.
• Experience developing and executing customer experience strategies across multiple customer touchpoints, including physical retail environments and digital channels.
• Demonstrated success leading cross-functional initiatives and influencing stakeholders without direct reporting authority. Ability to influence and build alignment across diverse groups.
• Experience planning and executing customer events, experiential marketing programs, VIP experiences, or brand activations.
• Experience using customer insights, Voice of Customer (VOC) data, customer satisfaction metrics, or journey mapping methodologies to drive business improvements.
• Experience working with luxury brands, co-op partners, or branded retail environments, including understanding and executing partner brand standards and customer experience requirements. Experience managing external vendors, agencies, and brand partners preferred.

Knowledge and Skills

• Strategic Execution: Translates brand and business strategy into actionable plans and follows through to measurable results.
• Analytical Thinking: Uses customer data, feedback, and journey analytics to diagnose issues and improve customer experience.
• Leadership and Communication: Skilled at motivating teams, influencing without direct authority, presenting recommendations to senior leaders, and fostering cross-departmental alignment.
• Cross-Functional Collaboration: Aligns diverse teams around delivering an elevated customer experience.
• Attention to detail: Highly organized and adept at using the ‘Swiss eye’ to ensure execution with excellence for our in-store environment as well as every step of the customer journey.
• Luxury and hospitality mindset: Understands what it takes to create the ultimate experience for our customers. Focuses on making customers feel welcome, while surprising and delighting them whenever possible.
• Adaptability: Flexible in responding to market changes, evolving consumer preferences, and technological advancements. Demonstrates a sense of urgency around problem-solving.
• Strong presentation and storytelling skills with the ability to communicate effectively to executives and frontline teams.
• Highly organized with exceptional project management and execution skills. Demonstrated ability to manage multiple priorities in a fast-paced retail environment.
• Passion for creating memorable customer experiences that strengthen brand loyalty and business performance.
• Knowledge of customer journey mapping, service design, and customer experience best practices.
• Familiarity with CRM systems, customer analytics platforms, customer feedback tools, and reporting dashboards.
• Ability to analyze customer and business performance metrics to identify opportunities and measure impact.
• Proficiency in Microsoft Office Suite, including PowerPoint and Excel.

Working Standards

• Hybrid schedule will be required to work on site in office 3 days a week or on assigned days to perform essential functions involving interaction with co-workers and managers, as well as operation or manipulation of equipment and/or materials located only on-site and direct interaction with internal and/or external customers.
• Occasional travel may be required.

Range: $168,000 - $175,000 per year

Fluctuations in the job market may necessitate adjustments to pay ranges. Final pay determinations will depend on various factors, including, but not limited to experience levels, knowledge, skills, and abilities.

As a full-time associate, you will be eligible for health and welfare benefits. Other benefits include employee merchandise discounts, paid training and paid time off, such as: vacation, holidays, bereavement and jury duty. Paid training includes certification from the Gemological Institute of America (following completion of one year service time). In addition to our medical, dental and vision insurance, Ben Bridge Jeweler also offers a 401(k) plan with a company match.

Ben Bridge Jeweler is proud to be an Equal Employment Opportunity and Affinitive Action employer. We do not discriminate based upon race, religion, color, national origin, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by applicable law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.