Customer Experience Manager [CCP for Retail Professionals & Associates]

Role Summary The Retail Customer Experience Manager is responsible for shaping and elevating the end-to-end shopping journey within the store. You will deliver exceptional, personalized service, analyze customer feedback, and eliminate friction points across physical and digital touchpoints to build lasting brand loyalty and drive repeat business.

Responsibilities

• Map and oversee the entire in-store customer experience, including greeting, merchandising flow, checkout, and post-purchase follow-up to optimize customer satisfaction
• Design and conduct regular training sessions on product knowledge, empathy, and conflict resolution to enhance team capabilities
• Track, analyze, and report key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to inform improvement strategies
• Resolve escalated customer inquiries, complaints, and service recoveries with professionalism and empathy to convert negative experiences into positive brand interactions
• Collaborate with store management, visual merchandising, marketing, and inventory teams to align promotional campaigns and store layouts with customer expectations
• Utilize CRM software, POS feedback tools, and analytics platforms to gather customer insights and tailor engagement strategies effectively

Preferred competencies and qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field, or equivalent retail experience
• Minimum of 3–5 years in retail management, customer service leadership, or hospitality with proven success in improving customer retention and team performance
• Demonstrated verbal and written communication skills applied in customer-facing and team leadership contexts
• Strong emotional intelligence, active listening, and conflict-resolution skills demonstrated in managing customer and team interactions
• Data-driven mindset with familiarity using CRM systems, feedback collection platforms, and retail POS software
• Ability to work flexible retail hours, including weekends, holidays, and peak shopping seasons, with physical stamina for standing or walking extended periods