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Jobs at Ledbury, Inc

Customer Experience Team Manager

Location: Richmond, VA

Department: Customer Experience

Type: Full Time

Min. Experience: Mid Level

Ledbury is looking for a driven self-starter to lead our Customer Experience and Operations Team. Your background in sales management has equipped you to bring an innovative approach to acquiring new customers, and the skill to recruit, train, and lead a dedicated team. Your ability to communicate effectively within a team-driven atmosphere supports Ledbury's company strategy and a best-in-class customer experience. Your aptitude for creative problem solving and time management enable you to manage multiple projects simultaneously. You are technologically savvy, with an ability to work in multiple systems to manage the cycle of e-commerce orders; from site experience to order fulfillment. You thrive in an entrepreneurial environment where you can work closely with multiple departments to create an exceptional brand experience.


The Role      

  • Lead the Customer Experience team, using a customer-first mentality by developing best in class customer service, outreach and support practices.
  • Develop the team to focus on superb customer service, focusing on increasing customer satisfaction and value.
  • Design and implement sales outreach initiatives and manage goals for sales team
  • Assist clients by phone, email, and chat, acting as a customer concierge to deliver outstanding service.
  • Maintain strong working knowledge of seasonal releases and product details, and advise on style and fit through a personalized and educational selling approach
  • Coordinate operations between e-commerce site, ERP, and order fulfillment process
  • Develop best practices for customer service standards and update SOPs as necessary to streamline operations
  • Report on sales data, customer feedback, and UX issues to inform marketing initiatives
  • Assist with UX testing for e-commerce site


  • 3+ years experience in sales management; retail industry experience a plus
  • Bachelor's degree
  • Proven ability to recruit and effectively lead a successful sales team
  • Experience in client relationship building and surpassing sales goals
  • Outstanding verbal and written communication skills
  • Well-organized with a talent for time management
  • Proficiency in Microsoft Office & E-commerce platforms. Working knowledge of NetSuite ERP a plus.
  • Keen sense of style and interest in menswear


  • Fast paced, high-growth atmosphere where your work will have a direct impact on the trajectory of the company
  • Competitive startup salary with commission opportunities based on performance and sales goals
  • Benefits package including healthcare and flexible vacation allowances
  • Unique company culture experiences

About Ledbury

Ledbury’s goal is to set trend aside and make great-fitting, high-quality shirts with subtle innovations, and other goods to complement them, that can be worn in any setting and by any generation. Ledbury is privately funded, growth-focused menswear business that has been featured in the Wall Street Journal, Morning Joe and GQ. Our offices are headquartered in Richmond, Virginia.

Our team can often be spotted outside of the office exploring the city’s culinary scene, checking out bands, participating in local startup events, or kicking back for an afternoon at our favorite local breweries. In fact, in an informal office-wide poll, the number one thing folks enjoy about working at Ledbury are their co-workers. Although, “infectious entrepreneurial spirit” was a close runner-up.

Next Steps:

If interested in this position, please upload a cover letter and resume.


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