Director of Customer Experience #0204GN

Keller Executive Search; Georgia; On-site; USD 125,000 - 155,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401(k) plan

Annual bonus

Employee merchandise discount

Travel reimbursement

Job summary

Keller Executive Search is partnering with a privately owned luxury lifestyle retailer to appoint a Director of Customer Experience. The role shapes how customers experience the brand across physical stores and digital channels, establishing service standards and strengthening client relationships.

The Director will lead store teams to deliver a consistently high-touch shopping experience, develop clienteling practices for high-value customers, and monitor CX metrics to drive improvements as the

Qualifications

• 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.

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.

Skills

Customer experience leadership

Luxury retail knowledge

Clienteling experience

Job description

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.

• 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.

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

Equal Employment Opportunity and Non-Discrimination Policy

Equal Employment Opportunity Statement: Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability, genetic information, or any other legally protected status.

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Reasonable Accommodations: Both Keller Executive Search and our clients are committed to providing reasonable accommodations to individuals with disabilities and pregnant individuals. We engage in an interactive process to determine effective, reasonable accommodations.

Compensation Information: For client positions, compensation information is available in the job post. If not provided, it will be shared during the interview process in accordance with applicable laws. When required by law, salary ranges will be included in job postings. Actual salary may depend on skills, experience, and comparison to current employees in similar roles. Salary ranges may vary based on role and location.

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• Colorado, Nevada, New York City, California, and Washington Residents: Compensation information is available in the job post or will be provided during the interview process if not initially available.
• Both Keller Executive Search and our clients are committed to pay equity and conduct periodic pay equity analyses in accordance with applicable laws.

State-Specific Information:

• Rhode Island: We do not request or require salary history from applicants.
• Connecticut: We provide wage range information upon request or before discussing compensation.
• New Jersey: We do not inquire about salary history unless voluntarily disclosed.

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Use of Artificial Intelligence in Recruitment

Keller Executive Search and our clients may use artificial intelligence (AI) tools to assist in the recruitment and candidate evaluation process. These tools are used exclusively to support human decision-making by helping to review and assess candidate qualifications and materials. AI is never used to automatically reject, disqualify, or make final hiring decisions about candidates. All AI-assisted evaluations are reviewed by experienced recruitment professionals, and all hiring decisions are made by qualified human recruiters. Our use of AI is designed to enhance fairness, consistency, and efficiency while maintaining our commitment to equal employment opportunity and non-discrimination principles.

Genetic Information: In accordance with federal and state laws, both Keller Executive Search and our clients do not discriminate based on genetic information. We do not request or require genetic information from applicants or employees, except as permitted by law.

Local Laws: Both Keller Executive Search and our clients comply with all applicable local laws and ordinances regarding employment practices in the areas where we operate.

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.