Customer Experience Manager

Bachelor of Business Administration(Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

What you'll be doing

As a Luxury Customer Experience Manager, you will be responsible for curating and elevating the customer journey within our luxury fashion environment. This role focuses on ensuring an exceptional, personalised, and emotionally engaging experience for clients rooted in deep brand knowledge, luxury service etiquette, and advanced selling techniques. You will spearhead training initiatives, refine the art of conversation, and shape a customer-centric culture that fosters confidence and excellence in service.

This role is designed for someone who lives and breathes luxury fashion, has a deep understanding of the expectations and preferences of high-net-worth clientele, and has the ability to inspire, educate, and transform retail teams into true brand ambassadors.

Key Responsibilities

Customer Journey & Luxury Service

• Develop and implement strategies to enhance the luxury customer experience, ensuring a seamless and emotionally connected journey.
• Instil a pure luxury mindset across all touchpoints: presentation, personal styling, body language, and communication.
• Guide teams on handling objections with finesse, ensuring aftercare sales are proactive and solution-driven.
• Encourage cross-brand collaboration, ensuring fluid transitions between brands with shared luxury principles.

Training & Development

• Oversee external luxury training programs, focusing on emotional selling, personalized communication, and the psychology of luxury consumers.
• Conduct workshops on client profiling, teaching teams how to analyse shopping behaviours, colour profile customers, and tailor messaging for a genuine connection.
• Elevate styling expertise by ensuring teams are well-versed in key creative directors, iconic pieces, and trend insights across all brands.
• Implement confidence-building programs to empower teams to engage with high-net-worth clients with ease and sophistication.
• Collaborate with brand ambassadors and external experts to provide quarterly inspiration sessions on evolving fashion landscapes.

Fashion Industry & Cultural Awareness

• Keep the team informed about global fashion moments, from the Met Gala to Fashion Weeks and regional industry events.
• Educate on luxury fashion history, the significance of brand storytelling, and key industry figures like Anna Wintour.
• Inspire a mindset of continuous learning, encouraging self-education and awareness of evolving trends and cultural influences.

Luxury Retail Etiquette & Communication

• Train teams on the art of conversation beyond products, engaging in meaningful dialogue about fashion, culture, and personal experiences.
• Ensure excellence in presentation standards, from the way a product is handled to the elegance of packaging and unboxing.
• Teach adaptive selling techniques, empowering teams to read and respond to client personalities with agility and authenticity.
• Work closely with Store Managers to cultivate a service-driven, fashion-savvy culture within the teams.

What you’ll need to succeed

• Experience in a leadership role within a Luxury Fashion or Accessories brand.
• Proven experience in luxury fashion retail with a deep understanding of customer engagement in a high-end setting.
• Strong knowledge of fashion history, brand DNA, and industry trends.
• Expertise in client psychology, emotional selling, and relationship-building techniques.
• Exceptional communication skills with a natural ability to elevate customer conversations beyond transactions.
• Experience in team training, coaching, and mentoring, fostering a mindset of confidence and continuous learning.
• Passionate about luxury service etiquette, personal grooming, and high-touch customer interactions.
• Flexibility to travel across the GCC countries.