Director of Luxury Customer Experience

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

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