Director, Customer Experience

The Stanley 1913 brand is seeking a Director, Customer Experience to lead and evolve our end-to-end customer service and experience strategy within the commercial organization.

Reporting to the SVP, Americas, this role will transform our approach to customer service from a third-party operation to an outstanding, in-house Customer Experience team. The Director will set the vision, operating model, systems, and service standards that elevate the Stanley brand across all consumer and commercial touchpoints.

This leader will operate at the intersection of brand, sales, operations, and digital commerce — ensuring a seamless, premium, and data-driven customer journey while building scalable processes and high-performing teams.

Customer Experience Strategy & Transformation

• Lead the transition from an external customer service provider to an in-house Customer Experience organization.
• Design and implement a future-state operating model aligned with Stanley’s brand and commercial strategy.
• Establish customer standards, SLAs, and performance metrics that reflect a premium consumer brand.
• Lead change management across systems, processes, and people to ensure a seamless transition with minimal disruption.

• Supervise daily customer service operations across DTC, wholesale, marketplace (e.g., Amazon), and commercial channels.
• Develop scalable workflows, case management processes, and quality assurance standards.
• Ensure consistent, high-quality resolution of consumer inquiries across phone, email, chat, social, and marketplace platforms.
• Partner with Sales and Account teams to support retail and commercial customer needs.

• Lead selection, implementation, and optimization of CRM and customer service platforms.
• Develop reporting dashboards to supervise contact volume, resolution time, CSAT, NPS, and other meaningful metrics.
• Leverage data and customer insights to identify product, fulfillment, or process improvements.
• Ensure integration across Customer Experience, Sales, Supply Chain, IT, and Digital Commerce systems.

• Own CX analytics, identifying trends in customer behavior, returns, warranty claims, and product feedback.
• Translate insights into actionable recommendations to improve products, packaging, policies, and the digital experience.
• Partner cross-functionally to reduce friction points and enhance the end-to-end customer journey.
• Establish continuous improvement processes to increase efficiency, reduce cost-to-serve, and elevate service quality.

• Build and scale a high-performing internal Customer Experience team.
• Recruit, develop, and mentor managers and frontline team members.
• Cultivate a service-led culture grounded in accountability, empathy, and brand stewardship.
• Serve as a strategic partner across Commercial, Marketing, Operations, Finance, and IT to align on customer-first priorities.

• 10+ years of experience in Customer Experience, Customer Service, or Commercial Operations leadership roles.
• Proven experience transitioning from an external customer service model to an in-house team, including operating model build and change management.
• Solid understanding of DTC, wholesale, and marketplace environments within a consumer brand.
• Shown success building and scaling customer experience teams and infrastructure.
• Deep expertise in CRM platforms, case management systems, CX analytics, and outcome measurements (e.g., CSAT, NPS, SLAs).
• Strong analytical and problem-solving skills with the ability to translate customer insights into operational and commercial improvements.
• Outstanding communication and leadership capabilities, grounded in a service-led approach and high emotional intelligence.
• Background in CPG, consumer durables, or branded consumer products strongly preferred.

Stanley 1913 is committed to a diverse and inclusive work environment. Stanley 1913 is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please reach out to [email protected].

Stanley 1913 is a total rewards company, which includes rewards beyond base salary. At Stanley 1913, full-time employees are eligible for an annual bonus, based on company and individual results. In addition, we offer a variety of employee benefits, personalized time off, 14-Paid holidays, dental, vision, 401(k), and much more.