Director, Customer Service
About The Position
Since 1883, Lucchese has defined Western luxury — handcrafting boots and leather goods that pair generations of artisan skill with modern style. That same standard of craft extends to every customer interaction. We're looking for a strategic, people-first leader to elevate how our brand engages, supports, and retains customers across every channel. Reporting to the VP, Retail Operations and leading a multi-functional team of 20 across Customer Service, Live Commerce, and supporting operations, the Director of Customer Service sets the strategic vision for the full customer journey — from pre-sale inquiry through post-sale resolution. This is a chance to shift the department from service-execution to experience-driven, shaping its culture, structure, and brand voice as Lucchese's retail and digital footprint grows.
Requirements
- 8+ years of experience in customer service, customer experience, or related leadership roles
- Proven leadership managing multi-functional CS/CX teams, ideally within luxury retail or premium goods
- Strategic thinker who translates vision into actionable plans and measurable outcomes
- Exceptional communication skills, with the ability to influence at all levels of the organization
- Strong analytical mindset with experience using data to drive decisions and improve performance
- Deep understanding of luxury brand standards and customer expectations
Nice To Haves
- Bachelor's degree preferred
Responsibilities
- Define and drive the long-term vision for the Customer Experience department, aligned with Lucchese's luxury brand identity
- Directly manage a team of leaders, including the CS Supervisor, CS Lead, Digital Sales Manager, CS Ops Lead, and CS Quality Control Lead
- Oversee the end-to-end customer journey across phone, email, chat, live commerce, and retail support
- Monitor and report on key performance metrics — NPS, CSAT, response times, and resolution rates — to identify trends and opportunities
- Serve as the final point of resolution for complex or high-priority customer issues
- Partner with Marketing, Retail, E-Commerce, Distribution, and IT to align customer-facing operations with broader business initiatives
- Support the Live Commerce team in scaling digital sales initiatives that reflect the Lucchese customer experience
- Champion a customer-centric culture, including leading the department's evolution into an experience-driven team
Benefits
- 401(k) with company match — $ for $ up to 4%, immediately vested
- Competitive Medical/Dental/Vision Insurance
- Life and AD&D Insurance
- Short-Term and Long-Term Disability
- Vacation/Holiday Pay/Sick Pay
- Voluntary Pet Insurance
- Product allowance for boots and apparel
- Employee discounts on Lucchese products and through Working Advantage
- Option to enroll in Daily Pay and Wisely Pay
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What This Job Offers
Job Type
Full-time
Career Level
Director
