Director, Customer Experience

Ben Bridge Jeweler • Seattle, WA

2d • Hybrid

About The Position

Ben Bridge Jeweler, a subsidiary of Berkshire Hathaway with over 110 years in business and more than thirty stores across the United States, is seeking a Director of Customer Experience for its corporate office in Downtown Seattle. The company is committed to providing customers with a quality experience in timepieces and jewelry that will be treasured for generations, aiming to be their jeweler for life. This role leads the design, activation, and continuous improvement of the end-to-end customer journey across all touchpoints, ensuring the customer experience is an elevated, emotionally resonant, and differentiated expression of the Ben Bridge brand in the luxury market. The Director will champion a customer-centric culture and collaborate with stakeholders to deliver effortless, personalized, and high-trust interactions.

Requirements

• Bachelor's degree in Marketing, Business, Hospitality Management, Retail Management, Communications, or a related field required.
• 7-10+ years of progressive experience in customer experience, retail operations, brand marketing, hospitality, luxury retail, or a related customer-centric field.
• 3-5+ years leading enterprise-level customer experience initiatives, customer journey programs, brand activations, or service excellence programs.
• Experience developing and executing customer experience strategies across multiple customer touchpoints, including physical retail environments and digital channels.
• Demonstrated success leading cross-functional initiatives and influencing stakeholders without direct reporting authority.
• Ability to influence and build alignment across diverse groups.
• Experience planning and executing customer events, experiential marketing programs, VIP experiences, or brand activations.
• Experience using customer insights, Voice of Customer (VOC) data, customer satisfaction metrics, or journey mapping methodologies to drive business improvements.
• Experience working with luxury brands, co-op partners, or branded retail environments, including understanding and executing partner brand standards and customer experience requirements.
• Strategic Execution: Translates brand and business strategy into actionable plans and follows through to measurable results.
• Analytical Thinking: Uses customer data, feedback, and journey analytics to diagnose issues and improve customer experience.
• Leadership and Communication: Skilled at motivating teams, influencing without direct authority, presenting recommendations to senior leaders, and fostering cross-departmental alignment.
• Cross-Functional Collaboration: Aligns diverse teams around delivering an elevated customer experience.
• Attention to detail: Highly organized and adept at using the ‘Swiss eye’ to ensure execution with excellence for our in-store environment as well as every step of the customer journey.
• Luxury and hospitality mindset: Understands what it takes to create the ultimate experience for our customers. Focuses on making customers feel welcome, while surprising and delighting them whenever possible.
• Adaptability: Flexible in responding to market changes, evolving consumer preferences, and technological advancements. Demonstrates a sense of urgency around problem-solving.
• Strong presentation and storytelling skills with the ability to communicate effectively to executives and frontline teams.
• Highly organized with exceptional project management and execution skills.
• Demonstrated ability to manage multiple priorities in a fast-paced retail environment.
• Passion for creating memorable customer experiences that strengthen brand loyalty and business performance.
• Knowledge of customer journey mapping, service design, and customer experience best practices.
• Familiarity with CRM systems, customer analytics platforms, customer feedback tools, and reporting dashboards.
• Ability to analyze customer and business performance metrics to identify opportunities and measure impact.
• Proficiency in Microsoft Office Suite, including PowerPoint and Excel.

Nice To Haves

• Experience managing external vendors, agencies, and brand partners preferred.

Responsibilities

• Drive the development of the CX strategy and roadmap in partnership with the VP – Ben Bridge Brand & Customer Experience, ensuring alignment with 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 focusing on elevating the luxury experience through unparalleled hospitality.
• Work closely with the VP – Ben Bridge Brand & Customer Experience and brand partners to ensure experience initiatives, activations, training, and service standards exceed expectations, creating a cohesive brand experience.
• 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 carried.
• 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.
• Creatively concept unique ways to drive revenue while creating memorable experiences for clients.
• Partner with brand partners, Real Estate, and Merchandising on store renovations and new builds to ensure each luxury brand's standards are upheld for specific branded experiences.
• Serve as the customer experience voice throughout design, buildout, and activation, ensuring branded environments meet partner requirements while delivering a seamless, elevated in-store journey.

Benefits

• health and welfare benefits
• employee merchandise discounts
• paid training
• paid time off, such as: vacation, holidays, bereavement and jury duty
• certification from the Gemological Institute of America (following completion of one year service time)
• medical, dental and vision insurance
• 401(k) plan with a company match

What This Job Offers

• Job Type: Full-time
• Career Level: Director