The Director of Retail Customer Experience is 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 ResponsibilitiesCustomer 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 RequirementsBachelor’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 ExperienceExperience 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 ConditionsFast-paced, collaborative environment requiring adaptability and strong time management.