Customer Experience Supervisor
$65,000–$75,000 year
On-siteHatfield, Pennsylvania, United States
Job Summary
Lead and mentor a team of Customer Experience Guides on the showroom floor to uphold a no-pressure, white-glove client experience while driving operational metrics. Responsibilities include floor leadership and mentorship, managing scorecards and incentives, overseeing digital customer journeys with timely responses, ensuring same-day processing of orders and returns, and partnering with internal teams to keep showroom inventory accurately tagged and visually compelling. Must excel at coaching, be data-driven, comfortable with retail tech (Google Sheets, Shopify, CRM tools), and possess a track record of leadership in luxury retail or related upscale settings. The role is full-time with weekend shifts and rewards performance with a competitive base plus incentive structures. You should be an inspiring coach who balances warmth with precision, and who can navigate shipping/logistics challenges with concierge-style problem-solving.
Required Qualifications
- 2+ years of supervisory or management experience in luxury retail, high-end hospitality, or boutique gallery setting
- proven ability to lead and mentor a team on the showroom floor
- strong customer-service orientation with a focus on white-glove service
- comfortable coaching others and driving performance through metrics
- strong data and reporting skills; proficient with Google Workspace (Google Sheets) and modern retail tech platforms (Shopify, CRM tools)
- excellent communication and problem-solving abilities
- flexible scheduling including weekend days and full-time commitments
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