**The** **Director of Retail Customer Experience i** **s a strategic leader responsible for shaping and executing the vision, strategy, and delivery of best-in-class customer experiences across all retail locations. This role will oversee customer journey mapping, service standards, in-store engagement, and customer feedback systems to ensure consistent, high-quality service that drives satisfaction, loyalty, and sales growth.** **Key Responsibilities** + **Customer Experience Strategy:** Develop and implement a customer experience strategy that aligns with the brand vision and drives consistent, elevated service across all retail stores. + **Service Standards & Training:** Establish, document, and continuously improve customer service standards and training programs. Partner with HR to ensure training is scalable and effective. + **In-Store Experience Optimization:** Collaborate with Marketing, Visual Merchandising, and Store Design teams to enhance the in-store environment, ensuring it reflects customer needs and expectations. + **Customer Insights & Analytics:** Design and implement customer feedback loops (surveys, mystery shopping, NPS, etc.). Analyze data to identify trends and inform actionable improvements. + **Cross-Functional Leadership:** Serve as the voice of the customer across departments, working closely with Marketing, Product, Digital, and Operations to unify customer touchpoints and improve the end-to-end journey. + **Team Management:** Lead and develop a high-performing customer experience team. Support store teams in driving culture change, coaching, and recognition programs that reinforce exceptional service. + **Technology & Innovation:** Identify and implement tools and technologies that enhance the customer experience, such as CRM platforms, appointment booking systems, queue management tools, and personalization engines. **Minimum Requirements** + Bachelor’s degree or equivalent experience. + 8–10+ years of experience in customer experience, retail operations, or related field, with at least 5 years in a leadership role. + Strong analytical skills and experience working with customer data, insights, and reporting tools. + Excellent communication, leadership, and cross-functional collaboration skills. + Passionate about creating outstanding customer experiences and driving brand advocacy. **Preferred Experience** + Experience with omnichannel or digitally integrated retail environments. + Familiarity with NPS, CSAT, or VOC (Voice of Customer) methodologies. + Proven track record of improving customer satisfaction and loyalty metrics across retail environments. **Working Conditions** + Fast-paced, collaborative environment requiring adaptability and strong time management.