Customer Experience Manager

About the role

The Customer Experience Manager will lead the delivery of exceptional service at our retail locations, ensuring that every customer interaction meets the brand’s high standards. This role combines hands‑on presence on the shop floor with strategic oversight of complaint handling, returns, and overall service quality.

Key responsibilities

• Understand, anticipate and satisfy customer needs, maintaining an active presence at points of sale.
• Handle complaints and returns efficiently, ensuring proper resolution and documentation.
• Drive improvements in the customer service experience to foster engagement and organic growth.
• Take ownership of customer issues from identification through to resolution.
• Collaborate with other managers to identify and implement service enhancements.
• Supervise, coach and train staff to uphold 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 work approach.
• Flexibility, problem‑solving ability and initiative to identify opportunities.
• Capacity to work under pressure, make timely decisions and react quickly to changing situations.
• Self‑motivated, resilient and able to motivate and develop team members.
• Excellent communication skills and ability to work both autonomously and as part of a team.

Required skills