Customer Experience Lead

We’re looking for a strategic and insight-driven Customer Experience Lead to own and elevate the end-to-end customer journey across all brands under ITWI.

This is a high-impact, newly created leadership role reporting directly to the President, partnering closely with Store Operations, E-commerce, and cross-functional teams.

What You’ll Do

• Lead the end-to-end customer journey across online and offline channels
• Build and implement a structured CX framework and service standards
• Design and enhance the Customer Service function across brands
• Translate customer insights into business opportunities, risk mitigation, and process improvements
• Drive omni-channel excellence, service quality audits, and continuous improvement initiatives

What We’re Looking For

• Strong CX/Customer Service leadership experience
• Background in omni-ch...