Director of Luxury Customer Experience & Brand Activation

Ben Bridge Jeweler Inc; Seattle (WA); Hybrid; 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

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