eCommerce Placement places Director of Customer Experience leaders at DTC brands, retailers, CPG companies, and subscription businesses across the US, Canada, and UK. Contingency-based. No placement, no fee.
Quick Answer
eCommerce Placement recruits Director of Customer Experience leaders for DTC brands, retailers, and subscription companies. Contingency-based. No placement, no fee.
The Role
The Director of Customer Experience owns the end-to-end post-purchase and support journey: service operations, self-service and help content, returns, and the feedback loops that turn service data into product and site improvements. The role blends operational rigor with customer empathy, and usually leads a team spanning support, CX operations, and voice-of-customer programs.
Our Approach
We work on contingency, meaning you pay our fee only when we successfully place a candidate. No retainer. No upfront cost. Our fee is 20% of the placed candidate's first-year base salary, invoiced on their start date.
Every placement includes a replacement guarantee. If a hire does not work out within the guarantee period, we conduct a new search at no additional cost.
Start a Search →Why Specialize
Director of Customer Experience is one of the most miscast hires in consumer commerce. Here is why the search benefits from a specialist who understands the difference between a support manager and a true CX leader.
Strong CX directors combine service-operations discipline with commercial judgment. That mix is scarce, and generalist recruiters tend to surface pure support managers or pure operations leaders rather than the hybrid the role needs.
At one company the role owns only support; at another it owns retention, loyalty, and the full lifecycle. We calibrate scope with you before sourcing so you interview candidates at the right altitude.
Effective CX directors are usually valued and busy inside their current company. Reaching them takes a network and a credible pitch, not a job posting.
What We Fill
Owns service operations, CX strategy, and the voice-of-customer program end to end.
Senior leadership scope, often spanning support, retention, and lifecycle.
Service-operations focus across contact channels and help content.
Systems, workflow, and QA focus across the support organization.
CX leadership for B2B and marketplace-seller businesses.
Enterprise scope with full ownership of the customer journey.
Our Process
Most Director of Customer Experience searches deliver an initial shortlist in 2 to 3 weeks and a placed candidate in 4 to 8 weeks.
FAQ
Most Director of Customer Experience searches deliver an initial shortlist within 2 to 3 weeks of engagement. Total time to an accepted offer typically runs 4 to 8 weeks, depending on interview process length and offer negotiation.
Director of Customer Experience compensation at eCommerce companies typically ranges from $120,000 to $170,000 in base salary, with variation by company size, team scope, and geography. Our 2026 eCommerce Salary Guide covers detailed benchmarks.
Customer service handles individual support interactions. Customer experience is broader: it owns the full post-purchase journey, the systems and content behind support, and the feedback loops that improve the product and site. A Director of Customer Experience leads strategy across all of it, not just the support queue.
Yes. Many CX leadership placements are remote or hybrid. Our candidate network spans the US, Canada, and UK, and we recruit for remote, hybrid, and on-site roles.
We place Director of Customer Experience leaders across DTC brands, subscription businesses, CPG, beauty and wellness, apparel, home goods, and marketplace companies, as well as agencies and SaaS platforms serving eCommerce.
Tell us about the role and we will be in touch within one business day.