Customer Experience Manager

ROLES & RESPONSIBILITIES
1. Luxury CX Strategy & Brand Experience

Own and safeguard the luxury brand experience across all touchpoints—boutique, private appointments, digital, and after-sales. Translate brand DNA (heritage, craftsmanship, exclusivity) into refined, consistent, and highly personal service behavior.

Design and optimise end-to-end luxury journeys, from first visit to repeat purchase and VIP advocacy. Curate meaningful moments of delight and ensure seamless transitions between online inquiries, boutique visits, and after-sales care.

Set and oversee clienteling standards, including CRM usage, customer profiling, and purchase history tracking. Define VIP and HNW client protocols (private previews, early access, concierge services) to drive repeat purchases, cross-selling, and long-term client value.

Establish and enforce luxury service SOPs covering greetings, consultations, product presentation, and closing etiquette. Ensure advisors lead with storytelling rather than price, supported by regular boutique walk-throughs, service audits, and mystery shopping.

Train and coach boutique teams on luxury hospitality standards, emotional intelligence, discretion, and body language. Upskill advisors in objection handling without discounting or overselling, especially when engaging high-net-worth clients.

Personally manage high-value customer complaints and escalations, turning service issues into loyalty-building moments. Monitor and protect brand reputation across reviews, social media, and private feedback channels.

Ensure a consistent luxury tone and service standard across Whats App, Instagram DM, email, website, and in-store. Define response-time and communication guidelines that feel attentive, not mass-market, and integrate online leads into boutique clienteling workflows.

Track and analyse key luxury CX metrics such as Repeat Client Ratio, AOV by client tier, VIP retention, and NPS among top spenders. Use insights to continuously refine service strategy and experience design.

Develop tiered loyalty or membership programs aligned with exclusivity. Curate private events such as trunk shows, private viewings, and collector dinners, in close collaboration with Marketing.

Stay aligned with global luxury service benchmarks and trends. Introduce subtle service innovations while ensuring business growth never compromises brand prestige.

• Bachelor’s degree in Business, Hospitality, Marketing, or a related field
• Formal training in luxury retail, hospitality, or customer experience is a strong advantage
• Minimum 5–8 years of experience in luxury retail, premium hospitality, or high-end service environments
• At least 2–3 years of experience in a managerial or supervisory role overseeing service standards and frontline teams
• Proven track record in managing high-value customers, VIP clients, or high-net-worth individuals
• Demonstrated experience in omnichannel retail environments, including boutique operations, online sales, CRM systems, Whats App, and social selling platforms
• Strong understanding of clienteling, personalized service, and relationship-driven sales models
• Excellent communication, leadership, and stakeholder management skills