DIRECTOR, CUSTOMER SERVICECustomer Service | Remote | Full-TimeTHE OPPORTUNITYReporting 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.
WHAT YOU'LL DO- 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
WHAT YOU BRING- 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; Bachelor's degree preferred
THE DETAILSSchedule: Monday-Friday, flexible based on business needs, with potential availability outside core hours (40-50 hrs/week)
Travel: As needed for business requirements, including El Paso and Dallas, TX and future retail locations
Physical: Prolonged periods at a desk and on a computer; ability to hear and communicate effectively in virtual and in-person settings
COMPENSATIONSalary Range: $120,000-$130,000 base plus bonus
This range reflects a good-faith estimate of the base pay Lucchese reasonably expects to pay for this position in the Napa market at the time of hire. Final compensation will be determined based on experience, skills, and qualifications.
BENEFITS & PERKSFull-time employees:- 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
All full-time and part-time employees:- 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
If you're ready to lead how an iconic American brand shows up for every customer, we'd love to hear from you.
