Director of Customer Experience

GOAT USA is seeking an experienced and strategic Director of Customer Experience to lead and elevate the customer journey across all customer-facing channels, including retail stores and live events. This role is responsible for developing and executing a comprehensive customer experience strategy that strengthens brand loyalty, drives customer satisfaction, and ensures a consistent, high-quality experience at every touchpoint. The Director of Customer Experience will provide leadership, direction, and oversight to customer-facing initiatives while aligning service standards, training programs, and operational processes with the company's overall business objectives.

The ideal candidate is a customer-centric leader with a strong background in retail and service operations, a passion for developing teams, and a proven ability to drive meaningful improvements in the customer experience. This is an exciting opportunity for someone who thrives in a fast-paced environment, is highly analytical and collaborative, and is committed to creating exceptional customer interactions that reflect GOAT USA's values and brand identity.

The Director of Customer Experience will proactively identify opportunities to enhance service delivery, leverage customer insights to inform decision-making, and build scalable programs that empower employees to consistently exceed customer expectations.

Director of Customer Experience

The Director of Customer Experience is responsible for defining and leading the overall customer experience strategy across retail stores, live events, and the customer service department. This role focuses on elevating service standards, driving consistency, and ensuring a seamless, high-quality brand experience at every customer touchpoint. This position will provide strategic direction, oversight, and leadership to the Customer Experience and Customer Service departments, while partnering cross-functionally to align training, operations, and brand initiatives.

This position plays a key role in shaping how the brand engages with customers, using insights, performance data, and industry best practices to continuously enhance the customer journey.

• Define and lead the customer experience strategy across retail, live event, and customer service environments, ensuring alignment with brand vision and business objectives.
• Develop and enhance training manuals for all salespeople and customer service associates.
• Provide leadership, management, and direction to the Customer Experience and Customer Service teams, supporting the execution of training programs and service initiatives.
• Establish and maintain customer service standards, ensuring consistency across all customer-facing channels, including in-store, events, phone, email, and live chat.
• Oversee the development and evolution of training frameworks, ensuring programs are scalable, effective, and aligned with strategic goals.
• Partner with retail, events, marketing, operations, and customer service teams to ensure a cohesive and elevated customer experience.
• Analyze customer feedback, performance metrics, and service trends across all channels to identify opportunities for improvement and innovation.
• Drive continuous improvement initiatives that enhance customer satisfaction, engagement, and brand loyalty.
• Ensure training materials, manuals, and tools reflect best practices and support a consistent brand experience across all service channels.
• Lead initiatives that strengthen employee engagement and accountability around customer experience standards.
• Stay informed on industry trends and emerging best practices to evolve and elevate the company’s customer experience strategy.

• Bachelor’s Degree in related field.
• 10+ years of experience in apparel retail customer facing experience.
• Experience leading and managing a team, including direct reports, with the ability to coach, develop, and hold team members accountable for performance.
• Excellent verbal and written communication skills.
• Strong communication, leadership and team management skills
• Excellent organizational and time management skills.
• Exceptional interpersonal and conflict-resolution skills.
• Ability to communicate effectively in English
• Full-Time, exempt.
• Normal working hours are from 9:00 a.m. to 5:30 p.m., Monday through Friday; must be flexible to work evenings and occasional weekends.
• Availability to travel to and work within GOAT USA retail environments, including retail stores and live events, as needed.
• Flexibility to work weekends as business needs require.
• Location:
  
  Plainview, NY

• Paid vacation and sick time
• Health Insurance
• 401(k)
• DCA/ FSA account
• And more

The salary for this role is $130,000 annually. The salary offered will take into account a number of factors, including the applicant job-related knowledge, skills, and experience, among other factors. A bonus may be included as part of the compensation package…