Customer Experience Manager

Role Summary The Retail Customer Experience Manager is responsible for shaping and elevating the end-to-end shopping journey within the store. You will deliver exceptional, personalized service, analyze customer feedback, and eliminate friction points across physical and digital touchpoints to build lasting brand loyalty and drive repeat business.
Responsibilities
Map and oversee the entire in-store customer experience, including greeting, merchandising flow, checkout, and post-purchase follow-up to optimize customer satisfaction
Design and conduct regular training sessions on product knowledge, empathy, and conflict resolution to enhance team capabilities
Track, analyze, and report key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to inform improvement strategies
Resolve escalated customer inquiries, complaints, and service recoveries with professionalism and empathy to convert negative experiences into positive brand interactions
Collaborate with store management, visual merchandising, marketing, and inventory teams to align promotional campaigns and store layouts with customer expectations
Utilize CRM software, POS feedback tools, and analytics platforms to gather customer insights and tailor engagement strategies effectively
Preferred competencies and qualifications
Bachelor’s degree in Business Administration, Marketing, Communications, or a related field, or equivalent retail experience
Minimum of 3-5 years in retail management, customer service leadership, or hospitality with proven success in improving customer retention and team performance
Demonstrated verbal and written communication skills applied in customer-facing and team leadership contexts
Strong emotional intelligence, active listening, and conflict-resolution skills demonstrated in managing customer and team interactions
Data-driven mindset with familiarity using CRM systems, feedback collection platforms, and retail POS software
Ability to work flexible retail hours, including weekends, holidays, and peak shopping seasons, with physical stamina for standing or walking extended periods

Tagged as: Data Analysis