Customer Experience Manager

We're looking for a Customer Experience Manager who can be the voice of the brand to every customer she touches. This person owns the full post‑purchase and pre‑purchase customer experience — from a DM about sizing, to a shipping question, to making a loyal client feel genuinely known. You'll also serve as our day‑to‑day liaison with the external fulfillment partner who ships every order, ensuring the experience stays seamless from "add to cart" to "arrived at the door."

This is a high‑touch role for a high‑touch brand. The right person understands that in luxury, how you say something matters as much as what you say. Warmth, polish, and care are non‑negotiable.

• Serve as the first point of contact for customers across our channels, with social media as the primary channel and email as the secondary one.
• Respond to every customer inquiry within 24 hours of receipt, with a tone that reflects the warmth, quality, and quiet confidence of the brand.
• Handle sizing and styling questions, order updates, returns and exchanges, and product inquiries with a consultative, personal touch.
• Anticipate needs and turn everyday interactions into moments that deepen loyalty — following up thoughtfully and treating each customer as an individual.
• Build genuine, lasting relationships with our most loyal clients. We have a meaningful base of devoted customers, and this role is expected to know them by name and be deeply familiar with their shopping habits, sizing, style preferences, and needs — proactively anticipating how to serve them, from flagging new pieces they’ll love to making sure their orders are handled with extra care.
• Maintain organized client notes and profiles so this knowledge lives with the brand, not just in one person’s head — capturing preferences, sizing, purchase history, and key details so any team member can deliver a consistent, personal experience over time.
• Identify recurring questions and friction points, and partner with the team to improve our pages, policies, and FAQs.
• Identify opportunities for incremental customer touchpoints that keep them engaged with and connected to the brand — i.e., handwritten notes, gifts for highest value customers, etc.

• Manage the full transition of all customer shipments from multiple locations to dedicated fulfillment partner(s).
• Own the ongoing relationship with our external fulfillment company, overseeing accurate, on‑time shipment of all orders.
• Monitor order flow, troubleshoot shipping delays or errors, and proactively communicate with customers when issues arise.
• Track fulfillment performance and flag opportunities to improve speed, accuracy, and the unboxing experience.
• Support order needs tied to trunk shows and special releases.

• Surface customer feedback, trends, and sentiment to the broader team to inform product, marketing, and brand decisions.
• Help build and refine customer service workflows, macros, and standards as we grow — keeping efficiency and the personal touch in balance.

• 3–5 years of experience in customer service, client experience, or e‑commerce operations — ideally within luxury, fashion, or a premium DTC brand.
• Exceptional written and verbal communication: you are warm, clear, and on‑brand in all customer touch points.
• A genuine service mindset and emotional intelligence — you read tone, defuse frustration, and make people feel cared for.
• A relationship‑builder’s memory and instincts — you naturally retain details about people, recognize returning clients, and make them feel known.
• Experience managing or coordinating with third‑party logistics or fulfillment partner(s).
• Strong organization and follow‑through; you keep many conversations and orders moving without dropping a thread.
• Self‑starter who has confidence in their ability to make decisions with autonomy.
• Comfort working in a small, fast‑moving, founder‑led environment where you’ll wear several hats.
• Hands‑on experience with our tools:
  • Shopify (orders, customers, fulfillment)
  • Gorgias (customer support / helpdesk)
  • Meta (Instagram & Facebook, including DMs and comments)
  • Google Workspace

You’ll join a small, passionate team building something with real craftsmanship and heart. Your work will directly shape how customers experience the brand at every touchpoint — and you’ll have the autonomy and visibility to make it exceptional. If you care deeply about quality, people, and the details that make luxury feel personal, you’ll fit right in.