Customer Experience Manager

Objectives
• Responsible for all actions related to the customer experience strategy in the store with the aim of offering the best possible experience and service to the customer and to our employees too
• Responsible for company projects in relation to customer experience as well as follow up all the customer experience KPIs in other to put actions in place to improve them
• Is the CX reference/ambassador at the store.

Product
• Knows and analyses in deep customer targets in order to implement ad-hoc strategies according to the local, current and potential target audience
• Supervises, ipod, Sint, click & collect sales and develops strategies with store management team and regional CX Manager to streamline processes related to these sales channels and proposes changes and adaption
• Knows our website in depth to develop omnichannel sales and convey all the news to the team and the customer

People
• Manages, develops and supervises the sales assistant team as well as train the team to have knowledge of the standards of customer experience
• Identifies new potentials and plans their development
• Collaborates with other management team to be responsible of creating briefing contents, materials and making the briefings in an interactive way following the store manager direction

Processes
• Implements strategies to propose assisted selling in the sales area and in the fitting rooms. Supervises the use of sales support applications in deep
• Develops strategies to improve assisted selling
• Knows and analyses customer flows to optimize the team according to them and proposes changes in operations setting and process to Store Director/Store Manager/ regional CX manager to enhance customer experience
• Able to open/close the store if the Store Director, Store Manager or Deputy Manager are not on duty

Experience
• Responsible to implement the current CX project, upcoming updates and the necessary adaptations to the store
• Understands customer type in their store and adapt energies of team accordingly as well as analyze customer information and deliver training strategies to establish best practices
• Responsible for increasing customer satisfaction by ensuring the interactions in every touch-point in the store and meet the company standards
• Demonstrate a high level of Welcome, Approach and Mix& Match energy with customers while leading the store team
• Monitors customer data in deep in order to plan Actions-Interactions that will increase customer satisfaction
• Promotes to the team the search for new potential customers
• Ensure that all the team has updated and understand their CX profile and the leadership profiles for the manager
• Responsible to build a lasting relationship with the customer (loyalty) to answer customer questions about the product offered
• Able to promote integrated sales, proposing all purchase possibilities to customers according to customer demand. Is able to conduct a deeply CX store visit

Skills & Attitudes
• Passionate, curious, motivated, customer oriented and dynamic, with something different to contribute
• You are customer-oriented and love fashion and want to transmit this passion to our team and customers
• Experience sensitivity of every around you. Interest in the latest trends arising in the market
• You have a strong interest to approach and influence our customer in order to increase the store sales
• Creative, proactive friendly. Able to generate a very good atmosphere within the store team
• Strong knowledge and analysis skill of all the CX KPIs
• Strong flexibility. Time and pressure management
• Developing others. CX Training skills
• Project management
• Excellent communication, influencing, management and leadership skills
• Self-motivation, motivating others and give feedbacks

Experience & Qualifications
• Fashion retail background as manager. Previous customer experience.
• Customer surveys management, consumer behaviour customer analytics.
• CRM Knowledge is preferred
• Team management is preferred
• Fluent English.

Reporting And Communication Lines
• Repots to store management team
• Cooperates with operation manager, product manager and in-store HR (in case this position exists) and its own store team
• Cooperates with regional CX manager and OP manager