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24 Seven Talent · 2 weeks ago

VP Customer Experience

Beverly Hills, CA

Full-time

Onsite

Director/Executive

24 Seven Talent is seeking a VP of Customer Experience who is a strategic leader with expertise in multi-channel retail and wholesale. This role involves architecting a global customer journey and operationalizing it across regions, ensuring alignment among various teams and enhancing customer experience through effective training and relationship management.

Human ResourcesRecruiting

Responsibilities

Can define an end-to-end customer journey from retail to wholesale

Comfortable creating clear service standards and behaviors that embody the brand’s DNA

Experienced in building frameworks and KPIs to operationalize CX (not just conceptualizing it)

Has built tools, guides, and internal programs that embed a customer-centric philosophy company-wide

Has led global training programs for store associates, managers, and wholesale partners

Strong in designing onboarding for new hires that emphasizes brand, product knowledge, and client expectations

Collaborates closely with Merchandising and Design to translate seasonal product stories into impactful training and selling tools

Experienced building a rhythm of in-person and virtual training that is scalable and continuously improved

Has launched or led a global clienteling program, with a focus on personalized service and long-term client relationships

Understands adoption challenges and best practices with clienteling platforms and can drive usage and ROI across multiple regions

Partners well with CRM, Retail, and E-commerce to align store-level clienteling with digital outreach and customer data

Works seamlessly with Marketing to ensure brand activations and store experiences are aligned with the customer strategy

Has led or coordinated global activations such as launches, pop-ups, store events, and VIP experiences

Collaborates with Visual Merchandising and PR to create cohesive storytelling and impactful brand moments at all touch points

Qualification

Customer experience strategyRetail operations expertiseClienteling program developmentKPI measurementMulti-channel retail experienceTraining program leadershipCross-functional collaborationGlobal mindsetData-informed decision makingCustomer obsessionStorytelling ability

Required

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

Can define an end-to-end customer journey from retail to wholesale

Comfortable creating clear service standards and behaviors that embody the brand's DNA