Location: Dallas, TX (In-office near 75 & Northwest Highway) Type: Full-time

High Profile has partnered with our client to find a Brand Experience & Engagement Lead; a dynamic, customer-obsessed professional who will shape how consumers experience and connect with a leading global sportswear brand in the U.S.

This is not a call center or customer support role. It’s a brand-facing, marketing-driven position focused on creating exceptional customer journeys, building loyalty, and ensuring every interaction reflects the brand’s elevated aesthetic and values.

As the Brand Experience & Engagement Lead, you’ll serve as the strategic bridge between marketing, e-commerce, and operations, championing the customer voice and ensuring the brand delivers a luxury, white-glove experience at every touchpoint.

Key Responsibilities

• Lead and continuously improve the full customer experience lifecycle across all digital touchpoints (email, SMS, chat, and social media).
• Partner with marketing and e-commerce teams to ensure every interaction reinforces the brand’s tone, visual identity, and storytelling.
• Translate customer insights into actionable recommendations for marketing campaigns, site enhancements, product development, and packaging.
• Manage and refine workflows within the customer engagement platform to optimize efficiency and elevate the overall brand experience.
• Analyze customer feedback and service data to identify trends, friction points, and opportunities for innovation.
• Oversee communication with VIP clients, athletes, and brand ambassadors to maintain an elite, personalized experience.
• Develop and present monthly reports on customer sentiment, engagement metrics, and experience trends.
• Collaborate cross-functionally to improve retention, loyalty, and advocacy programs.

Why This Role

This is an opportunity to shape the U.S. Customer experience strategy for an iconic global brand; connecting luxury performance fashion with lifestyle-minded consumers. If you’re equal parts strategist, storyteller, and brand advocate, we want to hear from you.

• 4+ years of experience in customer experience, brand engagement, or marketing operations — ideally within fashion, luxury, or premium consumer brands.
• At least 2 years in a leadership or strategic role driving customer journey improvements or brand experience initiatives.
• Hands-on experience with Shopify and Gorgias (preferred), including workflow optimization, automation, and data integration.
• Exceptional communication and storytelling skills with a strong understanding of brand tone and visual identity.
• Analytical and data-driven mindset — able to translate customer metrics into brand or marketing actions.
• Strong organizational skills and the ability to thrive in a fast-paced, cross-functional environment.
• Passion for sport, style, and creating memorable consumer connections.