Head of Customer Experience & Service

The Guitar Center Company; Kansas City (MO); On-site; USD 120,000 - 160,000; Full time

Job summary

The Guitar Center Company seeks a senior leader to steer Customer Experience & Service Strategy, driving loyalty, retention, and brand reputation across channels.

You will oversee multiple customer service teams, define service standards, own the escalation framework, and collaborate with cross-functional partners to continuously improve processes and outcomes. This role demands strategic vision and hands-on leadership in a dynamic retail services environment.

Qualifications

• Bachelor’s degree in Business, Communications, Operations, or related field.
• 6+ years of progressive leadership in a contact center or customer service.
• 3+ years leading supervisors or managers.
• Proven track record of improving CSAT, FCR, and service performance.
• Experience with CRM systems and knowledge management tools.

Responsibilities

• Define and execute customer service strategies to support loyalty and brand reputation.
• Lead multiple customer service teams to deliver world-class service.
• Establish service standards around FCR, handle time, quality, CSAT.
• Own the service escalation framework for VIP cases.
• Drive process improvements to reduce friction and optimize efficiency.
• Collaborate with eCommerce, Stores, Merchandising, and Supply Chain.

Skills

Strategic leadership

Customer experience

Contact center operations

Workforce management

Quality assurance

Data analytics

AI-driven tools familiarity

Cross-functional collaboration

CRM systems knowledge

Education

Bachelor’s degree in Business Administration

Advanced degree a plus

Tools

CRM systems

Knowledge management tools

Contact center platforms

AI-enabled tools

Job description

The Guitar Center Company seeks a senior leader to steer Customer Experience & Service Strategy, driving loyalty, retention, and brand reputation across channels.

You will oversee multiple customer service teams, define service standards, own the escalation framework, and collaborate with cross-functional partners to continuously improve processes and outcomes. This role demands strategic vision and hands-on leadership in a dynamic retail services environment.