Director of Customer Experience

Customer Operations, Retail, Operations, Repair, Product, Technology, Marketing, Finance and Analytics

Direct Reports

Team structure to be finalized

Date

September 2026

Classification

Exempt, Full-Time

KEH is the world’s largest reseller of pre-owned camera gear and a trusted name for photographers, videographers, and creators. Founded in 1979, the company maintains an inventory of more than 55,000 items, serves a loyal community of professional and enthusiast photographers, and has built its reputation on an industry-standard equipment grading system, a 180-day warranty, and a customer experience consistently ranked among the best in online retail.

The re-commerce market is in the early stages of a significant growth cycle as consumers increasingly seek to buy, sell, and trade pre‑owned products. KEH is investing aggressively to capture this opportunity — expanding its product categories, growing adjacent business lines, and building the technology and operational infrastructure to support the next stage of scale. KEH is majority owned by D Cubed Group, a private equity firm.

KEH is hiring a Director of Customer Experience to make it easier for customers to buy, sell, trade and service their gear, and to give them a reason to return. Reporting directly to the CEO, this leader will own the customer experience improvement agenda across our website, contact center, retail store and operational processes. The goal is measurable improvement in customer trust, retention and the quality of each interaction as the business grows.

You will build and lead Project Impact, KEH’s program for bringing customer feedback together, identifying the most consequential problems and getting them fixed. You will work with functional leaders to investigate root causes, establish accountable owners and deadlines, and verify that changes improve the customer’s experience. With the CEO’s backing, you will challenge policies and practices, resolve competing priorities and escape barriers that prevent progress.

This role combines strategic judgment with direct involvement in the work. You will listen to calls, shop the website and store, follow orders and returns through the business, and work with frontline teams. Success requires the credibility to hold peers accountable and the discipline to turn customer insight into changes that last.

The customer journey. Own the improvement agenda from product discovery and quoting through purchase, payment, delivery, returns, exchanges and repair, with a focus on trust and repeat business.

Project Impact and customer feedback. Build a consistent way to combine reviews, surveys, social sentiment, contact‑center interactions and operating data into a prioritized set of problems to solve.

Service quality and recovery. Set experience standards with customer‑facing leaders and drive consistent, knowledgeable and personal service, including how KEH responds when something goes wrong.

Execution across departments. Lead improvement initiatives from diagnosis through implementation, with clear owners, deadlines, escalation and verification that the underlying problem is resolved.

Customer outcomes and business value. Own the customer experience scorecard and demonstrate how improvements affect retention, conversion, service costs and profitability.

• Map the buy, sell, trade and repair journeys. Use customer interviews, call listening, mystery shopping and operational observation to identify where expectations and actual experiences diverge.
• Launch and run Project Impact. Establish common issue categories, a prioritized backlog, accountable owners and a regular review of progress with senior leadership.
• Combine customer feedback with transaction…