Director Jobs

About The Position

Requirements

• At least 6 years of B2C sales or service experience in which the experience is the product, such as luxury or premium retail, personal shopping, clienteling, high-end hospitality or concierge, or DTC customer experience; B2B-only backgrounds are not a fit.
• At least 3 years managing frontline sellers or associates, including hiring, coaching, and letting team members go when needed.
• High standards and attention to detail, with the ability to explain why details matter and how to improve them.
• Experience building or shaping customer journeys that develop first-time buyers into loyal customers, with knowledge of retention, repeat purchase, and lifetime value.
• Ability to sell across channels and understand how one-to-one selling changes between short messages, phone conversations, and in-person interactions.
• Experience writing playbooks, training programs, or scorecards that improve seller performance.
• Interest in AI and comfort giving precise feedback to engineers; technical expertise is not required.
• Motivation to deliver measurable results and track metrics such as conversion, average order value, repeat purchase, and response quality.
• Experience selling to consumers; B2B-only sales backgrounds are not suitable.

Nice To Haves

• Experience at a fast-growing startup or on a DTC brand’s customer team.
• Experience with social selling or direct-message sales on Instagram or TikTok.
• Familiarity with Shopify or e-commerce operations.

Responsibilities

• Own the concierge sales revenue number and influence sales strategy, the team, and AI.
• Operationally lead the concierge sales team to maximize revenue.
• Set and enforce quality standards for concierge interactions.
• Define in writing what an excellent concierge experience looks like, including tone, timing, discovery, recommendations, objection handling, closing, and knowing when not to push.
• Run daily quality assurance on live conversations; score, flag, and correct them.
• Turn recurring misses into clear rules and examples for human and AI teams.
• Map customer lifecycle touchpoints and define how they should connect into a consistent brand relationship.
• Work with AI and customer success teams to develop lifecycle moments and measure their effects on retention and repeat purchase.
• Provide AI with concise standards and examples of good messages and conversations; review agent output at scale and give engineers precise feedback.
• Help define evaluation criteria for grading agent output against each brand’s voice and goals.
• Design and run sales experiments, and research effective practices from leading sellers and brands.
• Run training sessions and one-on-one coaching for reviewers on reviewing, editing, and approving messages.
• Track reviewer quality and performance and act on the results.
• Define the profile of top talent, build an ongoing pipeline, and hire against it.
• Set compensation and incentive structures that reward quality and revenue rather than volume.