Client: $9.8B Market Cap in the Lifestyle Accessories Sector
Search: SVP, Global Customer Experience
The Challenge: Our client was a domestic-focused accessories retailer with a strong outlet business looking to transition to an upscale global lifestyle brand rooted in accessories. Along with the necessary upgrades to product and marketing, the company needed to upgrade the customer experience across all consumer touch-points, channels of distribution, and geographies.
Accordingly, our client needed an executive to architect and lead this cutting-edge initiative. Specifically, the new executive would be responsible for developing brand-right standards of service in-store, via call-centers, and online. Additionally, through extensive internal networking, the executive would identify key customer experience opportunities and partner with business leaders across the globe to develop and enact strategies designed to elevate the customer experience.
The Outcome: In a robust market analysis for customer experience talent, Herbert Mines Associates identified, and then recruited, one of the few functionally-specific pioneers in customer experience, a highly-successful executive out of a prominent luxury goods retailer. After an early career at a tier one consulting firm and earning an MBA, this executive transitioned into the retail/fashion world, where she was responsible for all customer insight programs, and diagnosing and addressing under-performing stores. Following a move to the luxury goods sector, the executive created a customer experience function for the company, building a team, structuring the initiative, and developing the necessary processes and standards. Ultimately, the model delivered consistently positive results and turned around several under-performing channels of operation.