Customer Experience Director

Overview

Director of Retail Customer Experience – Transform Customer Interactions and Drive Retail Excellence. This role requires sector experience in Retail or similar (Ecom, Retail banking, Telecoms, Hospitality, FMCG) and a senior leadership track record in customer experience.

Are you passionate about creating memorable customer experiences and leading teams to success? This role shapes the future of retail customer interactions across all channels and strives to leave a lasting impression on every touchpoint.

Responsibilities

• Develop and execute a comprehensive strategy for both physical and digital retail environments.
• Continuously optimise the end-to-end customer journey, identifying key moments and pain points to boost satisfaction.
• Partner with retail store leadership to align front-line teams with customer-centric values.
• Standardise best practices, service protocols, and training materials.
• Enhance in-store experiences through customer insights, feedback mechanisms, and performance improvements.
• Establish feedback loops from customer insights to inform operational decisions.
• Collaborate with product and marketing teams to integrate customer feedback into design, service, and promotional initiatives.
• Lead and mentor a team focused on innovation, responsiveness, and service excellence.
• Work with HR and training teams to develop onboarding and continuous learning programmes for retail staff.
• Track, analyse, and report on key metrics including NPS, CSAT, retention, and conversion. Develop and manage KPIs to measure performance at store and regional levels.

Qualifications

This role is ideal for a visionary leader eager to make a significant impact on retail customer experiences. If you are driven by a passion for service excellence and possess the skills to lead transformative initiatives, this position offers a platform to showcase your expertise and drive meaningful change.

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