Associate Manager, Digital Stylist

Goop.Com • Santa Monica, CA

325d • $65,000 - $75,000 • Remote

About The Position

The Associate Manager, Digital Stylist is a key part of Goop's Customer Experience team, responsible for providing personalized styling support to our high-end clientele across all digital platforms. This role serves as the first point of contact for customers seeking product recommendations, styling guidance, and assistance with purchases, returns, and exchanges. The Associate Manager, Digital Stylist plays a critical role in driving sales through personalized, luxury-level customer service while ensuring customers have an extraordinary Goop experience. You will report directly to the Senior Director of Client Experience and work closely with the E-commerce and Operations teams to ensure smooth order fulfillment and troubleshooting.

Requirements

• 5+ years of experience in luxury retail, styling, or customer service, preferably within a high-end e-commerce environment, and an established client base.
• A deep understanding of luxury fashion, beauty, wellness, and home products, with a proven ability to curate personalized recommendations.
• Excellent communication skills, both written and verbal, with an ability to engage customers in a way that reflects Goop's brand voice and luxury ethos.
• Strong problem-solving abilities, capable of managing complex customer concerns while ensuring satisfaction and brand integrity.
• Experience with customer service platforms such as Gladly, Shopify, NetSuite, or similar tools to manage customer interactions and data.
• Detail-oriented with the ability to multitask and manage multiple customer interactions in a fast-paced digital environment.
• A collaborative, team-oriented mindset with the ability to work closely with various internal teams to optimize customer experience and operational processes.

Responsibilities

• Provide expert styling advice on Goop's luxury products, including fashion, beauty, wellness, and home, to enhance the customer's shopping experience.
• Manage customer inquiries related to product recommendations, returns, exchanges, and general support through digital channels like email, phone, and live chat.
• Deliver personalized service that fosters customer loyalty and satisfaction, ensuring clients feel valued and excited to return to Goop.
• Work closely with cross-functional teams to ensure accurate product information, troubleshoot customer issues, and provide a seamless shopping experience.
• Monitor and manage customer satisfaction metrics, tracking key performance indicators (KPIs) to ensure high standards of service and achieve team goals.
• Build and manage a team of stylists, ensuring they meet defined KPIs and provide consistent, high-quality styling support to clients.

Benefits

• Generous health benefits package
• Fertility benefits
• Paid parental leave
• Paid company summer break ('goopcation')
• Generous goop discounts
• Special offers with brand partners
• Access to custom lifestyle resources and events
• Beautiful workspace in Santa Monica

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Health and Personal Care Retailers