Job Description

Our client is building something special and looking for someone just as exceptional to lead a new, premium tier of customer experience. This isn’t a standard customer experience role. We’re looking for a style-savvy, emotionally intelligent leader who can build and scale a high-touch, white glove service that blends personal styling with deep customer connection.

In this role, you’ll launch and lead a concierge-style customer experience team − think personalized styling via SMS, WhatsApp, and video, curated lookbooks, and genuine relationship-building with our most loyal customers. You’ll sit at the intersection of brand, sales, and community, making every interaction feel intentional and elevated.

Your role:

• Build and lead a team of 3−5 personal stylists focused on delivering curated styling experiences to high-value customers across SMS, WhatsApp, and video.
• Design and implement processes, playbooks, and scalable systems that make the experience repeatable, human, and high impact.
• Create tailored communications and style recommendations that feel personal, on-brand, and aligned with each customer’s vibe.
• Recruit, train, and mentor stylists, providing ongoing feedback, development, and support to ensure top-tier performance and client satisfaction.
• Collaborate cross-functionally with brand, e-commerce, and community teams to integrate customer feedback and elevate the overall customer journey.
• Track engagement, loyalty, and conversion metrics to continually refine the service and drive retention.
• Use platforms like Shopify, Klaviyo, and Airtable to manage customer data, workflows, and communications effectively.

What you’ve got:

• Background in luxury retail or personal styling − experience at places like Nordstrom, Saks, or comparable luxury retail.
• Deep emotional intelligence with a natural talent for building relationships that lead to loyalty, advocacy, and repeat business.
• Proven leadership skills with experience recruiting and managing a team, developing SOPs, and scaling services in a growing company.
• Comfortable with tools like Shopify, Klaviyo, and Airtable − you understand how systems support service without making it feel robotic.
• Strong alignment with the deeper message of the brand − you care about creating connection and empowerment, not just selling clothes.
• A sense of style and taste that matches our brand aesthetic and a passion for helping customers feel seen, confident, and part of something bigger.

To find more great tech-centric jobs, please visit www.phoenixstaff.com.