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Head of Customer

Frank & Eileen · Los Angeles, CA, United States · On Site · Active · $180,000–$200,000 / year · Rippling ATS

Job facts

FieldValue
CompanyFrank & Eileen
TitleHead of Customer
Normalized title-
Department / teamEcommerce
LocationLos Angeles, CA, United States
Work modelOn Site
Employment typeFull Time
Salary$180,000–$200,000 / year
Statusactive
ATS providerRippling ATS
Posted / first seen2026-05-01 / 2026-05-29
Changed / last seen2026-06-06 / 2026-06-06

Related slices

PageWhat it containsOpen
Company jobsActive postings from Frank & Eileen.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through Rippling ATS.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Los Angeles.Open
Department jobsActive postings in Ecommerce.Open
Work model jobsActive On Site postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyFrank & Eileen
Source53737725-9466-4b24-9662-1a7833d15ad4
ATS providerRippling ATS

Description

company The Company 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. role 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.

Full job record

Job IDdd847839db5b2f4a4faf99dcf8f7367fee81493d
Org ID456c2bfd-42cb-41dd-90f2-ef3e621a0a65
Source ID53737725-9466-4b24-9662-1a7833d15ad4
Board ID53737725-9466-4b24-9662-1a7833d15ad4
Providerrippling
Provider Job Keyb209b5a9-0d61-4374-b777-e76c58a26b65
TitleHead of Customer
Normalized Title—
Statusactive
Activeyes
Location TextLos Angeles, CA, United States
DepartmentEcommerce
Team—
Employment Typefull_time
Workplace Typeon_site
Remote Policy—
CountryUnited States
RegionCA
CityLos Angeles
Salary RawUSD 180000-200000 YEAR
Salary Min180,000
Salary Max200,000
Salary CurrencyUSD
Salary Periodyear
Source URLhttps://ats.rippling.com/frank-and-eileen/jobs/b209b5a9-0d61-4374-b777-e76c58a26b65
Apply URLhttps://ats.rippling.com/frank-and-eileen/jobs/b209b5a9-0d61-4374-b777-e76c58a26b65
First Seen At2026-05-29 07:12:04Z
Last Seen At2026-06-06 20:21:36Z
Last Checked At2026-06-06 20:21:36Z
Last Changed At2026-06-06 20:21:36Z
Inactive At—
Source Posted At2026-05-01 22:29:08Z
Source Updated At—
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=rippling/board=frank-and-eileen/date=2026-06-06/2026-06-06T20-21-35-296Z-d0147c367ca054c529f314ec9f6f9f89f0008bf211e0bce9e9b1ff0dcf69dc9c.json
Event Fields
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Parsed Structured
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Extensions
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Native Structured
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      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><u><b><strong style=\"color:rgb(56,49,47);background-color:rgb(255,255,255);font-size:12pt;text-decoration:underline;white-space:pre-wrap;\">The Role</strong></b></u></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Frank &amp; 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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(56,49,47);background-color:rgb(255,255,255);font-size:12pt;white-space:pre-wrap;\">Responsibilities</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Customer Service </span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Lead and manage the customer service team to deliver best in class customer support</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Use customer feedback to continuously refine service processes and improve satisfaction</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Report on regular customer service performance  to ensure cross functional teams are aware of and can action on customer feedback</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Loyalty Program </span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Define and launch our loyalty 2.0 program</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Monitor program performance and adapt strategies to maximize participation and retention</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Partner with Marketing to integrate loyalty initiatives with marketing campaigns</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Reporting</span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Own all reporting related to customers - new vs repeat, LTV, product purchased, complaints, compliments, etc.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Partner with marketing and revenue teams on creating and maintaining customer profiles and segmentation</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Clienteling Program  </span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Help define the strategy for and hire a bi-coastal digital clienteling team</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Define digital and physical service offerings including showroom styling, private shopping, collection previews, wardrobe consults, trunk shows, and Zoom appointments</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Define KPI’s for the team including customer segments serviced (VIP and beyond), sales goals, and other service and sales metrics</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Evaluate and implement tools (e.g., Endear, video platforms) to enhance stylist outreach and client relationship management</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Leadership &amp; Collaboration</span></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Partner closely with Marketing, Merchandising, Retail, and Wholesale to align clienteling efforts with brand campaigns, product launches, and seasonal moments</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Build scalable processes and reporting to track clienteling revenue, service quality, and loyalty program performance</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Serve as a key voice in leadership discussions around the customer - who she is, what she buys, and how she feels about the brand</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><u><b><strong style=\"color:rgb(56,49,47);background-color:rgb(255,255,255);font-size:12pt;text-decoration:underline;white-space:pre-wrap;\">Who You Are</strong></b></u></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">10+ years of experience in customer experience, clienteling, client services, or retail leadership, ideally within luxury, premium fashion, or DTC brands</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Proven track record building and scaling clienteling or high-touch customer programs </span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Strong people leader who can recruit, coach, and inspire teams across multiple locations</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Experience with clienteling tools and CRM platforms (e.g., Yotpo, Klaviyo, Endear, or similar)</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Highly analytical—comfortable owning KPIs, reporting, and performance narratives for leadership</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Passion for purpose-driven brands and delivering experiences that feel personal, elevated, and effortless</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Comfortable operating both strategically and tactically in a fast-moving, founder-led environment</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">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</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><u><b><strong style=\"color:rgb(56,49,47);background-color:rgb(255,255,255);font-size:12pt;text-decoration:underline;white-space:pre-wrap;\">Compensation</strong></b></u></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">Salary Range of $180,000-200,000 annually</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><i><em style=\"font-size:11pt;white-space:pre-wrap;\">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.&nbsp;</em></i></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><i><em style=\"white-space:pre-wrap;\">*Frank &amp; 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.</em></i></p>",
      "company": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><u><b><strong style=\"font-size:12pt;text-decoration:underline;white-space:pre-wrap;\">The Company</strong></b></u></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Founded in 2009 by Audrey McLoghlin, Frank &amp; 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 &amp; 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 &amp; 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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><br></p>"
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