Director, Customer Service

This is a fully remote position, open to applicants in Texas.

📋 Description

• Establish and steer the long-term vision for the Customer Experience department, ensuring alignment with Lucchese's luxury brand identity.

• Directly supervise a team of leaders, which includes the CS Supervisor, CS Lead, Digital Sales Manager, CS Ops Lead, and CS Quality Control Lead.

• Manage the complete customer journey across phone, email, chat, live commerce, and retail support.

• Track and report on NPS, CSAT, response times, and resolution rates to pinpoint trends and opportunities.

• Act as the ultimate point of resolution for complicated or high-priority customer issues.

• Collaborate with Marketing, Retail, E-Commerce, Distribution, and IT to integrate customer-facing operations with wider business initiatives.

• Assist the Live Commerce team in expanding digital sales initiatives that embody the Lucchese customer experience.

• Advocate for a customer-centric culture and guide the department's transformation into an experience-oriented team.

• Report to the VP of Retail Operations.

• Lead a cross-functional team of 20 across Customer Service, Live Commerce, and supporting operations.

• Travel as necessary for business purposes, including trips to El Paso and Dallas, TX, as well as future retail locations.

⛳️ Requirements

• Over 8 years of experience in customer service, customer experience, or related leadership roles.

• Demonstrated leadership in managing multi-functional CS/CX teams, preferably within luxury retail or premium goods.

• A strategic thinker capable of converting vision into actionable plans and measurable results.

• Outstanding communication skills, with the capacity to influence at all organizational levels.

• Strong analytical mindset, experienced in using data to inform decisions and enhance performance.

• In-depth understanding of luxury brand standards and customer expectations.

• Bachelor's degree is preferred.

• Monday to Friday schedule, with flexibility based on business needs, and potential availability outside of core hours.

• Ability to work between 40 to 50 hours per week.

• Travel as needed for business purposes.

• Capability to remain seated for extended periods while working at a desk and on a computer.

• Effective communication skills in both virtual and in-person settings.

🏝️ Benefits

• 401(k) with company match — dollar for dollar up to 4%, with immediate vesting.

• Comprehensive Medical/Dental/Vision Insurance.

• Life and AD&D Insurance.

• Short-Term and Long-Term Disability coverage.

• Vacation, Holiday, and Sick Pay.

• Optional Pet Insurance.

• Product allowance for boots and apparel.

• Employee discounts on Lucchese products and through Working Advantage.

• Option to enroll in Daily Pay and Wisely Pay.

• Bonus in addition to base salary.