Marla Aaron is a leading fine jewelry brand based in New York City. We are currently seeking an energetic, organized, and process-driven Customer Experience Director to lead our Customer Experience team and help us scale our direct-to-consumer and retail footprint globally. The Customer Experience Director will serve as a strategic leader, overseeing our end-to-end retail and online experience, ensuring we engage both new and loyal customers with the playful, immersive experience we are known for.
This role balances high-level strategy with hands-on operational execution, including direct management of our domestic showroom operations and international expansion.
The Details:
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Develop and execute the global sales and customer acquisition strategy that will allow the brand to grow sustainably while fostering deep brand loyalty across online and offline channels
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Lead, mentor, and build a high-performing global Customer Experience team keeping the team motivated and driven to surpass sales key performance indicators (KPIs)
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Create and optimize the operational foundations for the customer experience team. Develop and update company-wide Customer Experience policies, procedures, self-serve resources, and performance metrics
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Codify and enforce Marla Aaron’s unique brand customer experience standards globally, ensuring that the client experience in London and online matches the exact level of engagement and personalization found in our NYC showroom
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Oversee omnichannel customer service operations, including proper staffing schedules, platform management (digital sales and services tools), complex customer escalations, and high-quality communications
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Take direct responsibility for sales generation, visual merchandising compliance, and overall business growth at the Liberty London concession
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Partner cross-functionally with Marketing, Production, Inventory, and Wholesale teams to bring product releases to life seamlessly and ensure ideal stock replenishment levels at retail locations
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Collaborate with Human Resources to recruit, hire, and onboard top-tier retail talent
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Conduct comprehensive product, styling, and operational training for all global associates
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Partner with Shipping & Fulfillment to guarantee direct customer orders, returns, repairs, and exchanges are processed and fulfilled in an expeditious and timely manner
You:
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Love jewelry and all it means to our customers, love to sell and make sure each customer finds joy in their purchase
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Are a dynamic leader who can seamlessly pivot from macro-level strategy to micro-level retail coaching and floor management
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Have a willingness and ability to travel internationally as needed to support and train global teams (specifically our London operations)
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Are a fast learner with a rigorous attention to detail
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When you make mistakes, you own them
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Ask questions when you don't understand
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Find the positive in negative situations
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Know how to communicate effectively by phone, email, text, on social media and in person
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Are proficient in Shopify, Microsoft Office, Google Workplace, and have a desire and ability to learn the technology necessary to improve workflow, whatever that may be
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Are willing to take on tasks that may fall outside of your job description --this will happen--you roll with it
Experience: 5+ years of luxury retail management experience, with a proven track record of managing team performance, driving high-end sales growth, and overseeing multi-location or international retail environments.
Salary range: $135,000-150,000/year
About us:
We are a rebellious little company and we make jewelry and other objects in New York City. They are beautiful and people seem to love them. What began with one lock is now an entire collection designed to be worn in infinite ways and used as “jewel tools” with individuals’ own collections—to redefine the “precious” in jewelry with individuality. The collection is sold online and in select independent stores in the US and around the world and even in a vending machine or two.
We are an equal opportunity employer for whom diversity and inclusion are a passion and a commitment.
We provide health insurance as well as dental and vision plans.
401K matching program.
Access to personal and professional development coaching and support.
Other benefits such as transit vouchers, discounts at certain gyms and retailers.
“Errand Day” (you’ll learn about that if you come in for an interview)
Our offices are decidedly “un-office like” and fill a full floor on 47th street in the heart of New York’s Diamond District. Our fridge is also filled with great food.
Please send all resumes and cover letters to jobs@marlaaaron.com