Customer Experience Manager

Responsibilities

• Develop and implement customer experience strategies across retail stores to drive brand loyalty.
• Collaborate with the General Manager and beauty advisors to ensure a consistent, high-quality customer experience.
• Monitor and respond to customer feedback from in-store surveys, online reviews, and social media.
• Lead training sessions and coaching for frontline staff regarding customer service excellence and brand representation.
• Coordinate with marketing to align promotions, loyalty programs, and in-store events with customer expectations.
• Analyze customer behavior and feedback data to identify opportunities for improving the shopping experience.
• Ensure visual merchandising and store ambiance support a welcoming and premium environment.
• Resolve high-level customer complaints with professionalism and empathy.

Requirements

• 3-5 years of experience in customer experience, retail operations, or store management.
• Proven experience in the beauty or luxury retail sector is preferred.
• Strong leadership and interpersonal skills with the ability to inspire frontline teams.
• Deep understanding of cosmetic retail trends and customer expectations.
• Proficiency in CRM and customer feedback tools.
• Strong planning, organizing, and team leadership capabilities.

About the Company

Alshaya Group is one of the world’s leading brand franchise operators, managing a diverse portfolio of high-profile international brands across various retail sectors.