Head of Customer Full Time NEW

Founded in 2009 by Audrey McLoghlin, Frank & Eileen set out to reinvent the women’s button-up using the finest Italian fabrics often reserved for menswear. Named in honor of Audrey’s beloved Irish grandparents, the brand has grown slowly and intentionally into a woman-owned, woman-led leader in sustainability and slow fashion. Frank & Eileen achieved B Corp certification in 2020 and continues to hold the highest score for any woman-owned, globally recognized apparel brand in the United States. After seventeen years of steady growth through wholesale partnerships and direct-to-consumer e-commerce, Frank & Eileen recently opened its first US flagship store—an Irish country house on Madison Avenue, NYC. This new chapter continues the brand’s legacy of using entrepreneurship as a force for good while delivering generationless style to its beloved community of customers—all from our HQ in sunny California.

The Role

Frank & Eileen is looking for a Head of Customer to lead and unify our customer service strategy, launch a new digital clienteling program, and evolve our loyalty program. This is a senior leadership role for a customer-obsessed individual. This role oversees three direct reports: the Customer Care Experience Manager, plus a West and East Coast Clienteling Specialist. This role reports to the Chief Revenue Officer.

Responsibilities

Customer Service

• Lead and manage the customer service team to deliver best in class customer support
• Use customer feedback to continuously refine service processes and improve satisfaction
• Report on regular customer service performance to ensure cross functional teams are aware of and can action on customer feedback

Loyalty Program

• Define and launch our loyalty 2.0 program
• Monitor program performance and adapt strategies to maximize participation and retention
• Partner with Marketing to integrate loyalty initiatives with marketing campaigns

Reporting

• Own all reporting related to customers – new vs repeat, LTV, product purchased, complaints, compliments, etc.
• Partner with marketing and revenue teams on creating and maintaining customer profiles and segmentation

Clienteling Program

• Help define the strategy for and hire a bi-coastal digital clienteling team
• Define digital and physical service offerings including showroom styling, private shopping, collection previews, wardrobe consults, trunk shows, and Zoom appointments
• Define KPI’s for the team including customer segments serviced (VIP and beyond), sales goals, and other service and sales metrics
• Evaluate and implement tools (e.g., Endear, video platforms) to enhance stylist outreach and client relationship management

Leadership & Collaboration

• Partner closely with Marketing, Merchandising, Retail, and Wholesale to align clienteling efforts with brand campaigns, product launches, and seasonal moments
• Build scalable processes and reporting to track clienteling revenue, service quality, and loyalty program performance
• Serve as a key voice in leadership discussions around the customer – who she is, what she buys, and how she feels about the brand

Who You Are

• 10+ years of experience in customer experience, clienteling, client services, or retail leadership, ideally within luxury, premium fashion, or DTC brands
• Proven track record building and scaling clienteling or high-touch customer programs
• Strong people leader who can recruit, coach, and inspire teams across multiple locations
• Experience with clienteling tools and CRM platforms (e.g., Yotpo, Klaviyo, Endear, or similar)
• Highly analytical—comfortable owning KPIs, reporting, and performance narratives for leadership
• Passion for purpose-driven brands and delivering experiences that feel personal, elevated, and effortless
• Comfortable operating both strategically and tactically in a fast-moving, founder-led environment
• This role is currently hybrid based in downtown LA and will transition to in-office at our new campus in Playa Vista, opening in January 2027

Compensation

Salary Range of $180,000-200,000 annually

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the contractor. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

• Frank & Eileen is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers. We are committed to comply with all Federal, State and local laws providing EEO and all other employment laws and regulations.

The Pay Range For This Role Is

180,000 – 200,000 USD per year (Frank & Eileen HQ)