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

Bachelor’s degree in Business, Marketing, Retail Management, or a related field (Master’s preferred).

Over 15 years of experience in retail, with at least 5 years in a leadership role focused on customer experience.

Proven leadership in a multi-store retail environment.

Strong understanding of customer journey mapping and service excellence principles.

Exceptional interpersonal and communication skills.

Data-driven mindset with proficiency in customer feedback tools and CRM systems.

Strategic thinker with operational execution capabilities.

Passionate about customer service and enhancing human experiences.

Creative problem-solver thriving in a fast-paced environment.

Collaborative leader capable of aligning stakeholders across departments.

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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