Director, Customer Experience

We have been in business for over 110 years and we are proud to be a subsidiary of Berkshire Hathaway. Ben Bridge Jeweler has over thirty stores, across the United States. We are committed to serving our customers with a quality experience with both timepieces and jewelry that will be treasured for generations. Jewelry is more than just an adornment. It is a means of expression, love, personality, and history.

Its meaning only grows with time. We don’t sell to a customer just once; we want to be their jeweler for life!

Ben Bridge Jeweler's corporate office in Downtown Seattle is seeking a Director of Customer Experience to join our team.

The Director of Customer Experience (CX) leads the design, activation, and continuous improvement of the end-to-end customer journey across all touchpoints: stores, digital channels, service centers, and post-purchase care. Reporting to the Vice President – Ben Bridge Brand & Customer Experience, this role ensures the customer experience is a direct expression of the Ben Bridge brand: consistently elevated, emotionally resonant, and differentiated in a competitive luxury market.

The Director champions a customer-centric culture and partners with internal and external stakeholders to deliver effortless, personalized, high-trust interactions.

• Customer Experience Strategy: In partnership with the VP – Ben Bridge Brand & Customer Experience, drive the development of the CX strategy and roadmap, ensuring it ladders directly to brand positioning and growth objectives. Translate strategy into actionable journey designs for key retail and customer segments, and own execution against the roadmap. Ensure unique brand standards are adhered to for each key partner while also focusing on elevating the luxury experience through unparallelled hospitality.
• Brand Integration: Work closely with the VP – Ben Bridge Brand & Customer Experience and the various brand partners to ensure experience initiatives, activations, training and service standards exceed expectations, creating one cohesive brand experience from first impression through post-purchase care that positively reflect Ben Bridge as well as the various brands we partner with.
• Cross-Functional Collaboration & Execution: Partner with store operations and store leadership to ensure customer interactions reinforce brand equity and drive measurable results. Collaborate with Retail Operations, Digital, Merchandising, and Supply Chain to identify and address systemic journey pain points, monitor store experience levels, and implement strategies that improve relevant KPIs. Build alignment with leaders across merchandising, e-commerce, and marketing to deliver a cohesive and elevated customer experience, presenting insights and recommendations to senior leadership.
  
  Serve as added support, when necessary, at the store level to help troubleshoot, coach and exceed expectations related to Ben Bridge and the brands we carry.
• Customer Experience Activation & Events: Partner with marketing on strategy, design, and execution of in-store customer experiences and events—including trunk shows, grand openings, VIP client experiences, gifting events, and community engagement moments. Help creatively concept unique ways to drive revenue while creating memorable experiences for our clients.
• Branded Store Environments & Renovations: Partner with brand partners, Real Estate, and Merchandising on store renovations and new builds to ensure each luxury brand's standards are upheld and achieved for specific branded experiences (e.g., a Rolex shop-in-shop). Serve as the customer experience voice throughout design, buildout, and activation, ensuring branded environments meet partner requirements…