WHAT YOU WILL DO

• CX Strategy & Scale: Drive brand-wide CX across Customer Intelligence, Customer Journey & Communication, and Engagement.
• Insights to Action: Translate NPS, sentiment platforms (Trustpilot), focus groups, and test orders into Tech, Product, and Ops roadmaps.
• Top-Client Growth: Partner with Personal Shopping to boost VIP retention, clienteling, and luxury extensions (Jewelry care, circular resale).
• Governance & UX: Set global CX standards across touchpoints, optimize digital UX, and design critical delay protocols.
• Executive Alignment: Align CRM, Tech, Marketing, and Ops using centralized analytics to eliminate operational duplication.
• Post-Purchase Efficiency: Streamline post-purchase flows and self-service options to reduce support costs and protect margins.
• Team Leadership: Build, mentor, and scale a high-performing CX specialist team using agile methodologies.

WHO YOU ARE

• Experience: Proven CX or Ops leadership in luxury fashion, e-commerce, or hospitality with strong LTV impact.
• Execution: Able to bridge high-level C-suite strategy with deep-dive operational problem-solving.
• Data & Commercial Acumen: Tracks CX metrics (NPS, CSAT) directly to revenue KPIs (AOV, Retention, CAC, Margin).
• MarTech Skills: Proficient with modern CX platforms, CRM/BI tools, and AI-driven insights platforms.
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WHAT YOU WILL DO

• CX Strategy & Scale: Drive brand-wide CX across Customer Intelligence, Customer Journey & Communication, and Engagement.
• Insights to Action: Translate NPS, sentiment platforms (Trustpilot), focus groups, and test orders into Tech, Product, and Ops roadmaps.
• Top-Client Growth: Partner with Personal Shopping to boost VIP retention, clienteling, and luxury extensions (Jewelry care, circular resale).
• Governance & UX: Set global CX standards across touchpoints, optimize digital UX, and design critical delay protocols.
• Executive Alignment: Align CRM, Tech, Marketing, and Ops using centralized analytics to eliminate operational duplication.
• Post-Purchase Efficiency: Streamline post-purchase flows and self-service options to reduce support costs and protect margins.
• Team Leadership: Build, mentor, and scale a high-performing CX specialist team using agile methodologies.

WHO YOU ARE

• Experience: Proven CX or Ops leadership in luxury fashion, e-commerce, or hospitality with strong LTV impact.
• Execution: Able to bridge high-level C-suite strategy with deep-dive operational problem-solving.
• Data & Commercial Acumen: Tracks CX metrics (NPS, CSAT) directly to revenue KPIs (AOV, Retention, CAC, Margin).
• MarTech Skills: Proficient with modern CX platforms, CRM/BI tools, and AI-driven insights platforms.
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