Director of Luxury Customer Experience

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

Benefits offered by this job

Health & welfare benefits

Employee merchandise discounts

Paid training & paid time off

401(k) plan with company match

Job summary

Ben Bridge Jeweler is seeking a Director of Customer Experience to lead end-to-end customer journeys across stores, digital channels, and service centers. The role reports to the VP of Brand & Customer Experience and drives a customer-centric culture with partners to deliver elevated interactions.

You will shape strategy, oversee brand standards, and collaborate across merchandising, marketing, and operations to enhance loyalty and revenue in a luxury retail environment.

Qualifications

• Bachelor’s degree in a related field required.
• 7-10+ years in customer experience, retail operations, brand marketing, hospitality or related field.
• 3-5+ years leading enterprise CX initiatives or brand activations.
• Experience across multiple touchpoints including physical retail and digital channels.
• Proven ability to influence stakeholders without direct reporting authority.
• Experience planning and executing customer events and experiential programs.
• Experience using VOC data and journey mapping to drive improvements.
• Familiarity with luxury brands and partner standards.

Responsibilities

• Define CX strategy and roadmap aligned to brand positioning and growth objectives.
• Ensure luxury brand standards and unparallelled hospitality across touchpoints.
• Collaborate with store ops, digital, merchandising, and supply chain to improve KPIs.
• Lead in-store experiences and events including trunk shows and VIP experiences.
• Partner with Real Estate, Brand Partners, and Merchandising on branded environments and renovations.

Skills

Strategic Execution

Analytical Thinking

Leadership

Cross-Functional Collaboration

Attention to detail

Luxury & Hospitality

Project Management

Presentation & Storytelling

CRM & Analytics

Customer Journey Mapping

Vendor & Brand Partnership

Education

Bachelor's degree in Marketing, Business, Hospitality Management, Retail Management, Communications, or related field

Tools

CRM systems

PowerPoint

Excel

Customer analytics platforms

Reporting dashboards

Job description

Ben Bridge Jeweler is seeking a Director of Customer Experience to lead end-to-end customer journeys across stores, digital channels, and service centers. The role reports to the VP of Brand & Customer Experience and drives a customer-centric culture with partners to deliver elevated interactions.

You will shape strategy, oversee brand standards, and collaborate across merchandising, marketing, and operations to enhance loyalty and revenue in a luxury retail environment.