Customer Experience (CX) Manager – Retail

About the role

As the CX Manager, you’ll take charge of shaping and executing the customer experience strategy in‑store, ensuring an exceptional service for both customers and team members. You’ll lead CX‑related projects, monitor KPIs and act to improve performance, acting as the store’s CX ambassador.

Key responsibilities

• Implement current CX projects, upcoming updates and store adaptations.
• Analyse customer data and develop training strategies to establish best practices.
• Increase customer satisfaction by ensuring every interaction meets company standards.
• Monitor CX KPIs and plan actions‑interactions that boost satisfaction.
• Promote the search for new potential customers within the team.
• Build lasting relationships with customers and answer product‑related questions.
• Conduct in‑depth CX store visits to ensure excellence in the customer experience.

Required profile

• Passionate, curious, motivated and dynamic with a strong love for fashion.
• Highly sensitive to the experiences of others and keen on market trends.
• Skilled at influencing customers to drive store sales.
• Creative, proactive and friendly, fostering a positive team atmosphere.
• Strong analytical skills regarding CX KPIs and flexible time management.
• Experienced in developing others, CX training and project management.

Required skills

• CRM knowledge.
• Customer analytics.