Director of Luxury Customer Experience

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

Benefits offered by this job

Health & welfare benefits

Employee merchandise discounts

401(k) plan with company match

Paid training

Job summary

Ben Bridge Jeweler seeks a Director of Customer Experience to lead the end-to-end journey across stores, digital channels, service centers, and post-purchase care. You will champion a customer-centric culture and partner with stakeholders to deliver effortless, personalized interactions in a luxury retail environment.

Reporting to the VP – Ben Bridge Brand & Customer Experience, you will drive strategy, activation, and continuous improvement, elevating the brand through hospitality-led

Qualifications

• Bachelor's degree in Marketing, Business, Hospitality Management, Retail Management, Communications, or related field.
• 7-10+ years in CX, retail ops, brand marketing, hospitality or luxury retail.
• 3-5+ years leading enterprise CX initiatives, journey programs or brand activations.
• Experience across retail and digital channels in customer experience.
• Influence and align with cross-functional stakeholders without direct reporting authority.
• Experience planning CX events and brand activations.
• VOC data, journey mapping, and customer insights to drive improvements.
• Experience with luxury brands and external vendors/partners.

Responsibilities

• Lead CX strategy and roadmap in partnership with VP, ensuring alignment with brand growth.
• Collaborate with brand partners to deliver cohesive luxury experiences from first impression to post-purchase care.
• Partner with store operations, Digital, Merchandising, and Supply Chain to fix journey pain points and improve KPIs.
• Drive in-store CX activation and events such as trunk shows and VIP experiences.
• Oversee branded environments and renovations with Real Estate and Merchandising to uphold partner standards.

Skills

Strategic Execution

Analytical Thinking

Leadership

Cross-functional Collaboration

Detail-oriented

Luxury Hospitality

Adaptability

Presentation Skills

CRM Knowledge

MS Office (Excel/PowerPoint)

Education

Bachelor's degree in Marketing/Business

Tools

CRM systems

Microsoft Excel

PowerPoint

Job description

Ben Bridge Jeweler seeks a Director of Customer Experience to lead the end-to-end journey across stores, digital channels, service centers, and post-purchase care. You will champion a customer-centric culture and partner with stakeholders to deliver effortless, personalized interactions in a luxury retail environment.

Reporting to the VP – Ben Bridge Brand & Customer Experience, you will drive strategy, activation, and continuous improvement, elevating the brand through hospitality-led