Director of Customer Success

Job Title: Director, Stylist Support 

Location: The Colony, TX 

Department: Commercial 

Reports To: Chief Commercial Officer

Direct Reports: Stylist Support Team

Role Overview

As the Director of Stylist Support, you will lead and manage the client’s Stylist Support Team, ensuring they deliver a five-star experience to our Stylists and their clients. Your leadership will drive business growth for both the Stylists and the company, while maintaining the Client Value Proposition (CVP) and protecting the Brand’s reputation. You will work closely with cross-functional teams to optimize our Stylist support services and ensure consistent, high-quality client interactions.

Key Responsibilities

1. Stylist Support Context and Team Alignment

• Ensure a deep understanding of the client’s Purpose, Client Value Proposition (CVP), and Core Values to guide the Stylist Support team in delivering an exceptional client experience.
• Collaborate across product, technology, sales support, and training functions to ensure a seamless and integrated experience for both Stylists and clients.
• Communicate the Stylist Support team’s role in delivering on the CVP and aligning with broader company objectives.

2. Stylist Support Team Output

• Define and align Stylist Support team’s deliverables and KPIs, including metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Average Resolution Time (ART), and First Contact Resolution (FCR).
• Establish tracking methods to monitor performance and take necessary actions to meet targets.
• Address both reactive and proactive service issues, using data to launch corrective measures or recognize achievements.
• Extract actionable insights from team data to inform improvements in products, services, and overall client experience.
• Foster continuous improvement by establishing feedback loops with Stylists and Home Office teams.

3. Stylist Support Managerial Leadership

• Recommend and recruit for an optimal team structure to enhance the effectiveness of the Stylist Support team.
• Provide ongoing coaching and training to ensure team members deliver top-tier support services.
• Create processes for collaboration both within the Stylist Support team and across the organization to ensure seamless service delivery.
• Manage the performance of direct reports, setting SMART goals and conducting regular performance reviews.

4. Operations Management

• Develop and execute short- and long-term plans and budgets for the Stylist Support Unit.
• Design and implement workflows, playbooks, and scripts to streamline Stylist interactions and maintain a high level of service.
• Create tailored support processes to address the unique needs of specific Stylist groups or emerging issues.
• Establish a culture of real-time, high-performance service, using live service KPIs to provide immediate feedback to the team.
• Identify, implement, and optimize tools such as Zendesk, AI, and CRM platforms to improve operational efficiency.
• Oversee daily team operations, managing sensitive issues and ensuring compliance with quality standards and Brand guidelines.

5. Alignment with Client’s Core Values and Culture

• Actively demonstrate personal commitment to the core value of client and culture.
• Lead by example, ensuring that team members align their actions with the company’s values in daily decision-making.
• Support initiatives that reinforce the company’s values and culture across the organization.

6. Personal Effectiveness

• Take responsibility for personal development by proactively seeking feedback and identifying areas for improvement.
• Work closely with your Immediate Manager to create a personal development plan that aligns with company goals and offers opportunities for growth.
• Participate in development programs and apply learnings to enhance your effectiveness in the role.

Role Requirements

Education & Experience

• Bachelor’s degree in Business, Communications, Hospitality, or a related field.
• Minimum 7-10 years of experience in a luxury or premium retail service industry, with at least 4 years in a leadership role within a service support team.
• Proficiency in CRM platforms and customer care technologies such as Zendesk, Salesforce Service Cloud, and AI tools.
• Experience working in a premium or luxury concierge or call service role is preferred.

Skills & Abilities

• Exceptional leadership and communication skills, with the ability to motivate, mentor, and guide a team.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Deep understanding of customer experience, service excellence, and continuous improvement.
• Ability to thrive in a fast-paced, results-oriented environment.