Customer Experience Lead


The Customer Experience Lead plays a crucial role in elevating our brand’s retail experience, embodying our commitment to excellence in customer service, both in-store and online. This position is central to enhancing our customer satisfaction and loyalty through meticulous attention to the order fulfillment process, store presentation, and effective communication.

Key Responsibilities:

Customer Service Management:

  • Lead all customer service initiatives, ensuring a responsive, courteous, and effective approach across in-store and online channels.
  • Address and resolve customer inquiries and complaints promptly, aiming for first-contact resolution whenever possible.

Order Fulfillment Oversight:

  • Ensure orders are processed and dispatched in a timely manner, adhering to our quality standards.
  • Proactively communicate with customers regarding any order updates, issues, or delays, maintaining transparency and trust.

Store Presentation & Merchandising:

  • Regularly update in-store merchandising to reflect seasonality, and inventory priorities, aiming to optimize the customer experience.
  • Maintain a visually appealing and organized store environment, ensuring it aligns with our brand’s aesthetics and standards.

Inventory & Shipping:

  • Oversee the packing and shipping process for orders fulfilled directly from the store, ensuring accuracy, efficiency, and presentation standards are met.

Continuous Improvement:

  • Gather and analyze customer feedback to identify areas for improvement within the customer experience and operational processes.
  • Implement and monitor improvement initiatives, measuring their impact on customer satisfaction and operational efficiency.


  • Uphold and champion our brand values in every customer interaction and decision-making process.
  • Contribute to a positive team environment, supporting colleagues and promoting collaborative success.
  • Demonstrate initiative and creativity in enhancing the customer experience and streamlining operational processes.


  • Strong Communication Skills: Exceptional written and verbal English communication skills are essential. The ideal candidate will have the ability to articulate ideas clearly and concisely, interact positively with customers and team members, and effectively handle communication across in-store and online platforms.
  • CRM Proficiency: Applicants should be experienced with Customer Relationship Management (CRM) software. Familiarity with using CRM tools to manage customer interactions, analyze data, and improve relationships is a must.
  • Google Workspace Knowledge: Proficiency in Google Workspace is required, including Google Docs, Sheets, Drive, and Gmail. The candidate should be able to efficiently manage documents, spreadsheets, email communications, and schedules using these tools.
  • Organizational Skills: Strong organizational skills are critical. The candidate must demonstrate the ability to manage multiple tasks and priorities effectively, maintain meticulous records, and oversee the order fulfillment and customer service processes without oversight.
  • Passion for Fashion: A genuine passion for fashion is highly desirable. This role requires staying up-to-date with the latest trends, understanding the fashion industry, and applying this knowledge to enhance store presentation, merchandising, and overall customer experience.
    Fashion Retail Experience: The ideal candidate will have 1-3 years of experience in fashion retail, demonstrating a track record of success in customer service, store operations, and a strong understanding of the fashion market and customer needs.

To apply, please email your resume and cover letter to Be sure to include the position you are applying for in the subject line of your email.