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Brand Experience Manager (CX Lead)

Chalhoub Group

Job description / Role

Our Brand Experience Manager will create satisfying and compelling experiences for our customers, with a focus on reshaping the customer experience to maximize conversions. You will be covering a number of luxury fashion brands within the Group and have regional exposure to countries such as Kuwait & KSA. We are looking for someone with an expert understanding of all touchpoints across the entire customer journey and be able to elevate the in-store team’s CX capacity and the understanding of their role in the journey. You will be a fashion-savvy customer-centric person with the ability to set KPI’s and be able to measure results.

What you will do:

Customer Experience:
– Act as a consultant to the business on all CX related matters
– Plan and execute of cross-functional end-to-end projects to redesign customer journeys
– Develop a strong understanding of the brand’s key customer journeys
– Prepare presentations and clearly communicate projects deliverable to brand’s captain
– Define KPIs in coordination with Group CX team to monitor success and progress, collect and apply learning, and provide a go forward process
– Create service measurements of success for internal and external teams
– Leverage data and technology to improve KPIs through performance management and automation
– Partner with Logistics, Brands, Communications and Social Media teams to obtain the most current and accurate information for our clients
– Explore and advise brand leadership on new technologies and/or vendors to improve productivity and customer engagement (i.e. chat and educational videos)

People Experience and Brand Training:
– Upskill team members on all CX related matters
– Lead all brand trainings for D&G frontline staff
– Elevate tech savyness of team to support roll-out of digital projects in-store

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