E-Commerce Customer Experience Manager


New York City

Position Type


The Role

Veronica Beard is an elevated American ready-to-wear brand that strikes the balance between cool and classic. The brand provides a modern perspective on iconic wardrobe pieces and delivers a lifestyle offering that has expanded to include jeans and shoes. Thoughtfully designed with feminine silhouettes and refined tailoring, the collection is intuitively built for real life – empowering her from day to night, work to weekend, and everywhere in between.
We are looking for a passionate Customer Experience leader to join our team in New York as Manager, E-Commerce Customer Experience, reporting to the Director of E-Commerce. This role will be responsible for crafting the online customer service experience for our rapidly-growing e-commerce business, and overseeing a team of Customer Experience Associates. The position will directly engage with our customers via phone, email and chat platforms, and requires strong knowledge of retail and e-commerce operations, applications and processes. This role requires a high-energy, deadline-driven individual with strong problem-solving, communication and analytical skills.


Oversee the execution of our Customer Experience program, serving as the owner of direct customer communication while leading a team of Associates to deliver superior, personalized Customer Care
Address customer inquiries and follow-ups for order, inventory, product, styling and policy inquiries via phone, email and chat
Ensure optimal post-purchase experiences including order tracking, return and exchange processes and contribute feedback to optimize these processes through system or process enhancements
Partner cross-functionally with Operations and Retail teams to optimize omnichannel order & return processes, ensuring a seamless customer experience across channels
Utilize analytics and primary application dashboards to identify trends in user behavior and provide recommendations to improve processes, resolve recurring customer issues, and achieve strategic and operational business goals
Communicate site defects to e-commerce team leadership and partner with cross-functional teams to resolve and QA site issues related to Customer Care, Returns, and Account experiences


Bachelor’s Degree or higher
3+ years of e-commerce customer service experience, preferably in a fashion or luxury environment
Entrepreneurial spirit, ability to work quickly, efficiently and strategically with a wide range of internal departments
Exceptional collaboration and communication skills; resourceful, detail-oriented, with the ability to multitask and balance competing priorities
Proficient in M.S. Word, Excel, and PowerPoint
Familiarity with Kustomer, Returnly, Google Analytics, and order management systems highly preferable
Elevated eye and understanding of luxury fashion aesthetic

How to Apply

Please email with your resume, cover letter, and salary requirements and any other pertinent materials.
Please indicate the position you are applying for in the subject line.