Customer Experience Manager

About the role

The Customer Experience Manager will lead the front‑line team to ensure every customer interaction meets the highest standards. You will act as the voice of the customer, anticipate needs, resolve issues and drive continuous improvement across the point of sale.

Key responsibilities

• Understand, anticipate and satisfy customer needs while maintaining a visible presence at the point of sale.
• Handle complaints and returns efficiently, ensuring proper resolution.
• Improve the overall service experience, foster customer engagement and support organic growth.
• Take ownership of issues, follow them through to resolution and report outcomes.
• Collaborate with other managers to identify and implement service enhancements.
• Supervise, coach and train staff to deliver the highest standards of customer service.

Required profile

• Strong knowledge of the company, its brand and the specific store environment.
• Passion for people and processes with a systematic, organized approach.
• Flexibility, problem‑solving ability and initiative to identify opportunities.
• Resilience under pressure, quick decision‑making and self‑motivation.
• Ability to lead by example, motivate and develop team members.
• Excellent communication skills and the capacity to work both autonomously and collaboratively.

Required skills