VP Customer Experience

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Location:

Beverly Hills, CA (HQ / U.S. base)

Employment Type:

Full-Time, 4 days week onsite

Status:
Accepting Candidates

The ideal candidate is a senior, strategic customer experience leader with deep multi-channel retail/wholesale expertise who can architect the global customer journey and embed it operationally across regions. They connect strategy to execution, are fluent in retail operations and wholesale relationships, and understand how to turn brand DNA into measurable, repeatable behaviors in stores and partner environments.

• Senior leadership experience overseeing customer experience across retail and wholesale channels, ideally in fashion, retail, or consumer brands.
• Track record of defining and implementing a global customer journey with clear standards, behaviors, and KPIs.
• Experience working as a connector between Merchandising, Retail, Wholesale, Marketing, CRM, and E-commerce, bringing teams into alignment around a single vision of the customer.
• Proven success localizing global strategies by market (cultural, regional nuances) while keeping brand experience consistent worldwide.
• Hands‑on leadership in training and enablement for both owned stores and wholesale partners.
• Experience building or scaling a clienteling program, ideally using a modern clienteling platform.
• Comfortable with data and KPIs to measure clienteling effectiveness, customer retention, and ROI on experience initiatives.
• Background partnering on or leading retail and wholesale activations such as launches, pop‑ups, VIP events, and in‑store experiences.

Customer Experience Strategy & Execution

• Define an end‑to‑end customer journey from retail to wholesale.
• Create clear service standards and behaviors that embody the brand’s DNA.
• Build frameworks and KPIs to operationalize CX (not just conceptualizing it).
• Develop tools, guides, and internal programs that embed a customer‑centric philosophy company‑wide.

Retail & Wholesale Training

• Lead global training programs for store associates, managers, and wholesale partners.
• Design onboarding for new hires that emphasizes brand, product knowledge, and client expectations.
• Collaborate closely with Merchandising and Design to translate seasonal product stories into impactful training and selling tools.
• Build a rhythm of in‑person and virtual training that is scalable and continuously improved.

Clienteling & Relationship Management

• Launch or lead a global clienteling program, focusing on personalized service and long‑term client relationships.
  
  Understand adoption challenges and best practices with clienteling platforms and drive usage and ROI across multiple regions.
• Partner well with CRM, Retail, and E‑commerce to align store‑level clienteling with digital outreach and customer data.

Retail & Wholesale Marketing Activation

• Work seamlessly with Marketing to ensure brand activations and store experiences are aligned with the customer strategy.
• Lead or coordinate global activations such as launches, pop‑ups, store events, and VIP experiences.
• Collaborate with Visual Merchandising and PR to create cohesive storytelling and impactful brand moments at all touch points.

• Strategic and operational:
  Can set the vision and also build the playbooks, tools, and processes to deliver it.
• Highly collaborative:
  Natural connector across Retail, Wholesale, Merchandising, Marketing, CRM, and E‑commerce.
• Customer‑obsessed:
  Constantly thinking about the end customer and how to elevate their experience.
• Data‑informed:
  Uses KPIs, client data, and performance insights to refine CX initiatives and training programs.
• Global mindset:
  Understands how to adapt experiences by region without diluting the core brand DNA.
• Storytelling ability:
  Can translate brand and product stories into training, clienteling approaches, and in‑store experiences.

• Previous experience with premium or luxury brands.
• Experience building CX or training functions from scratch or scaling them significantly.
• Comfort presenting to and influencing executive leadership on CX strategy and results.