Director of Customer Experience

Job Title

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. The position provides strategic direction, oversight, and leadership to the Customer Experience and Customer Service departments while partnering cross‑functionally to align training, operations, and brand initiatives.

• 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 a 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.
• Expertise in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Ability to communicate effectively in English.
• Full‑time, exempt.
• Normal working hours are 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 retail environments, including retail stores and live events, as needed.
• Flexibility to work weekends as business needs require.
• Location:
  
  100% in person – Plainview, NY.

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

The salary for this role is $130,000 annually. The salary offered will consider a number of factors, including the applicant’s job‑related knowledge, skills, and experience. A bonus may be included as part of the compensation package offer.

GOAT USA is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, sex, religion, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or any other basis protected by law. GOAT USA considers all qualified applicants regardless of criminal histories, consistent with legal requirements.