Director, Customer Experience

Ben Bridge Jeweler•Seattle, WA

3d•$168,000 - $175,000•Hybrid

About The Position

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

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, 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.
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.
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.
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.
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 while delivering a seamless, elevated in-store journey.