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Associate Manager, Digital Stylist

Santa Monica, CA (Corp HQ)

About The Company

goop is an indispensable resource for finding best-in-class products, tips, and experts across the beauty, fashion, food, and wellness worlds. From its award-winning beauty and fashion lines to its expansive editorial lens, goop offers the tools to live a life of ineffable beauty—filled with agency, depth, and promise.  Gwyneth Paltrow began goop in the fall of 2008 as a weekly newsletter. It has expanded into a beauty, fashion, and food business that’s also known for its products, curation, podcast, TV shows, live events, and retail stores. 

About You 

You are a seasoned and dynamic stylist with a passion for leadership, thriving in fast-paced environments while possessing a deep understanding of the luxury lifestyle market. Your expertise in building meaningful connections with clients, offering tailored styling recommendations, and upholding the highest standards of service makes you an ideal fit for goop. With a talent for leading a team of stylists, you ensure the delivery of exceptional service while promoting collaboration and growth. Driven by a desire to elevate both client style and lifestyle, you lead with a customer-first approach, empowering your team to provide outstanding service in a collaborative and inspiring atmosphere.

About The Role 

The Associate Manager, Digital Stylist is a key part of Goop’s Customer Experience team, responsible for providing personalized styling support to our high-end clientele across all digital platforms. This role serves as the first point of contact for customers seeking product recommendations, styling guidance, and assistance with purchases, returns, and exchanges. The Associate Manager, Digital Stylist plays a critical role in driving sales through personalized, luxury-level customer service while ensuring customers have an extraordinary Goop experience. You will report directly to the Senior Director of Client Experience and work closely with the E-commerce and Operations teams to ensure smooth order fulfillment and troubleshooting.

Responsibilities include:

  • Provide expert styling advice on Goop’s luxury products, including fashion, beauty, wellness, and home, to enhance the customer’s shopping experience.
  • Manage customer inquiries related to product recommendations, returns, exchanges, and general support through digital channels like email, phone, and live chat.
  • Deliver personalized service that fosters customer loyalty and satisfaction, ensuring clients feel valued and excited to return to Goop.
  • Work closely with cross-functional teams to ensure accurate product information, troubleshoot customer issues, and provide a seamless shopping experience.
  • Monitor and manage customer satisfaction metrics, tracking key performance indicators (KPIs) to ensure high standards of service and achieve team goals.
  • Build and manage a team of stylists, ensuring they meet defined KPIs and provide consistent, high-quality styling support to clients.

Qualifications & Experience

  • 5+ years of experience in luxury retail, styling, or customer service, preferably within a high-end e-commerce environment, and an established client base.
  • A deep understanding of luxury fashion, beauty, wellness, and home products, with a proven ability to curate personalized recommendations.
  • Excellent communication skills, both written and verbal, with an ability to engage customers in a way that reflects Goop’s brand voice and luxury ethos.
  • Strong problem-solving abilities, capable of managing complex customer concerns while ensuring satisfaction and brand integrity.
  • Experience with customer service platforms such as Gladly, Shopify, NetSuite, or similar tools to manage customer interactions and data.
  • Detail-oriented with the ability to multitask and manage multiple customer interactions in a fast-paced digital environment.
  • A collaborative, team-oriented mindset with the ability to work closely with various internal teams to optimize customer experience and operational processes.

FAQ

  • Compensation: $65,000-$75,000 + Equity with bonus/commission opportunities on individual sales. This is a full-time, exempt role. Please note that this range represents the low and high end of the anticipated base salary range for the Santa Monica, CA based position. Goop, in good faith, reasonably expects to pay the position within this salary range. Goop provides the salary range in compliance with all applicable federal, state and local laws. The actual base salary will depend on numerous factors such as: experience, training, knowledge and skills, and if the location of the job changes.
  • Benefits: Generous health benefits package, fertility benefits and paid parental leave.
  • Perks: “goopcation” paid company summer break, generous goop discounts, special offers with brand partners, access to custom lifestyle resources and events, and a beautiful workspace in Santa Monica
  • Work Philosophy: At goop we believe that creativity, innovation and camaraderie are essential to our business, our culture and our employee’s growth and development. With our Hybrid Work Policy, we are committed to promoting collaboration, productivity and employee well-being by maximizing the benefits of both in-person and remote work. We are in office Tuesdays and Thursdays, as well as Mondays for those within a 15-mile radius of our Santa Monica office.

goop is an Equal Opportunity Employer. goop does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. All information provided by the applicant is collected, stored and processed in accordance with the terms of our CCPA Notice for Job Candidates.  Job Disclosures: No applicant disclosures related to physical requirements or ADA-related considerations are relevant for this role.   

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