Customer Experience Manager
Skills
About This Role
Role Profile
- To deliver exceptional in-store and online customer experiences that reflect the brandâs values, drive loyalty, and increase customer satisfaction across all touchpoints within the retail cosmetics environment.
- The below Key Performance Areas include but are not limited to:
- Develop and implement customer experience strategies across retail stores
- Collaborate with General Manager and beauty advisors to ensure a consistent, high-quality customer experience.
- Monitor and respond to customer feedback from in-store surveys, online reviews, and social media.
- Lead training sessions , coaching for frontline staff on customer service excellence and brand representation.
- Coordinate with marketing to align promotions , loyalty programs and in-store events with customer expectations
- Analyze customer behaviour and feedback data to identify opportunities and improve shopping experience
- Ensure visual merchandising and store ambiance support a luxurious and welcoming experience.
- Resolve high-level customer complaints with professionalism and empathy.
Knowledge
- Retail customer experience
- Team Leader
- Planning & organizing
Experience
- 3-5 Experience in customer experience, retail operations, or store managementâpreferably in the beauty or luxury retail sector.
Skills
- Strong leadership and interpersonal skills; ability to influence and inspire frontline teams.
- Deep understanding of cosmetic retail trends and customer expectations.
- Proficiency in in CRM and customer feedback tools.
- Passion for beauty, skincare, and customer service.
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