Head of Customer

Frank & Eileen•Los Angeles, CA

3h•Hybrid

About The Position

Frank & Eileen is seeking a Head of Customer to lead and unify their customer service strategy. This role involves launching a new digital clienteling program, evolving the loyalty program, and overseeing customer service operations. It's a senior leadership position for an individual passionate about customer experience, reporting to the Chief Revenue Officer and managing three direct reports.

Requirements

10+ years of experience in customer experience, clienteling, client services, or retail leadership, ideally within luxury, premium fashion, or DTC brands
Proven track record building and scaling clienteling or high-touch customer programs
Strong people leader who can recruit, coach, and inspire teams across multiple locations
Experience with clienteling tools and CRM platforms (e.g., Yotpo, Klaviyo, Endear, or similar)
Highly analytical—comfortable owning KPIs, reporting, and performance narratives for leadership
Passion for purpose-driven brands and delivering experiences that feel personal, elevated, and effortless
Comfortable operating both strategically and tactically in a fast-moving, founder-led environment

Responsibilities

Lead and manage the customer service team to deliver best in class customer support.
Use customer feedback to continuously refine service processes and improve satisfaction.
Report on regular customer service performance to ensure cross functional teams are aware of and can action on customer feedback.
Define and launch our loyalty 2.0 program.
Monitor program performance and adapt strategies to maximize participation and retention.
Partner with Marketing to integrate loyalty initiatives with marketing campaigns.
Own all reporting related to customers - new vs repeat, LTV, product purchased, complaints, compliments, etc.
Partner with marketing and revenue teams on creating and maintaining customer profiles and segmentation.
Help define the strategy for and hire a bi-coastal digital clienteling team.
Define digital and physical service offerings including showroom styling, private shopping, collection previews, wardrobe consults, trunk shows, and Zoom appointments.
Define KPI’s for the team including customer segments serviced (VIP and beyond), sales goals, and other service and sales metrics.
Evaluate and implement tools (e.g., Endear, video platforms) to enhance stylist outreach and client relationship management.
Partner closely with Marketing, Merchandising, Retail, and Wholesale to align clienteling efforts with brand campaigns, product launches, and seasonal moments.
Build scalable processes and reporting to track clienteling revenue, service quality, and loyalty program performance.
Serve as a key voice in leadership discussions around the customer - who she is, what she buys, and how she feels about the brand.