Senior Customer Experience Associate - Clienteling Focus

Summer is more than a passing season—it’s a sense of ease and freedom that’s threaded throughout our lives all year long. Founded in 2014 by entrepreneur siblings Jake and Caroline Danehy, Fair Harbor embraces that summer feeling and transforms upcycled plastic bottles into timeless, ultra-soft apparel for the beach and beyond. By thoughtfully designing for maximum comfort and keeping waste out of the water, Fair Harbor helps you enjoy the places you love while protecting them.

Fair Harbor Family: We believe in turning our employees and customers into family.
Sustainability: We believe in leaving the world better than we found it and using our products as a platform to mitigate plastic waste.
Fun: We believe in letting loose, enjoying the special moments off duty, and creating products that help us and our customers live fully.
Collaboration: We trust and respect one another, which creates a strong, supportive team environment.

• Competitive Compensation

• Hybrid Workplace: Mondays and Fridays work from home!

• Health and Dental Benefits

• Competitive 401(k) Plan

• Advancement Opportunities

• Unlimited PTO Policy

• Generous Company Holiday Schedule

Learn more at https://www.fairharborclothing.com/pages/our-story-new

Fair Harbor is seeking a Senior Customer Experience Associate – Clienteling Focus to join our growing team. This role is ideal for a personable, proactive, and data-informed relationship builder who thrives on white-glove service and wants to deepen customer loyalty through personalized experiences. This position will lead clienteling initiatives, manage a curated client book, and deliver strategic, high-touch outreach that reflects Fair Harbor’s values and aesthetic.

• Develop and manage tailored clienteling strategies to increase retention and lifetime value

• Own and maintain a robust client book using insights from purchase history and engagement

• Lead direct customer interactions across email, chat, and phone with empathy and precision

• Deliver high-touch service and personalized gestures that build strong relationships

• Collaborate with marketing, product, and logistics to elevate campaign and product launches

• Analyze engagement data and client feedback to inform strategy and report on KPIs

• Use tools like Gorgias, Salesforce, Shopify, and NetSuite to manage client interactions and optimize processes

• Bachelor’s degree in business, marketing, or a related field

• 2+ years of experience in customer service, clienteling, or account management

• A proven track record in building strong customer relationships and driving engagement

• Excellent written and verbal communication skills with a brand-aligned voice

• A sales-minded approach and passion for delivering exceptional customer experiences

• Comfort working across CRM and clienteling systems (Shopify, Gorgias, Salesforce preferred)

• High attention to detail and an independent, proactive work style

Title: Senior Customer Experience Associate – Clienteling Focus
Location: Remote U.S.
Reports To: Manager, Customer Experience
Department: Marketing
Salary Range: $65,000 – $68,000 (Exempt)
Schedule: May require some evening or weekend hours
Travel: Occasional domestic or international travel as needed
Workplace: Hybrid – in-person in NYC office Tuesday–Thursday

• High-value customers show increased satisfaction, retention, and spend

• Client book is consistently used to drive results and generate reporting insights

• Personalized, brand-aligned communication strengthens Fair Harbor’s CX reputation

• CX tools are used strategically, with improvements suggested and implemented

Fair Harbor Clothing PBC is an equal opportunity employer and values diversity at all levels of the organization. We are committed to building an inclusive environment for all employees.