Customer Experience Manager

About the role

The Customer Experience Manager is responsible for ensuring that every customer interaction meets the highest standards of service. Working directly on the shop floor, you will anticipate needs, resolve issues and drive continuous improvement in the overall customer journey.

Key responsibilities

• Maintain an active presence at the point of sale, understand and anticipate customer needs, and manage complaints and returns efficiently.
• Enhance the customer service experience, foster engaged customers and support organic growth.
• Take full ownership of customer issues, following each case through to a satisfactory resolution.
• Collaborate with other managers to identify and implement service improvements.
• Supervise, coach and train staff to deliver consistent, high-quality service.

Required profile

• Strong knowledge of the company, its brand and the specific store environment.
• Passion for people, processes and delivering exceptional service.
• Systematic, organized approach with flexibility and strong problem-solving abilities.
• Proactive initiative to spot problems and opportunities.
• Ability to work under pressure, make timely decisions and react quickly.
• Self-motivated, resilient and capable of motivating others.
• Leadership by example, with a focus on developing team members.
• Excellent communication skills and the ability to work both independently and collaboratively.

Required skills