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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 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.
  
  
  

• 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.
  
  
  

• 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.
  
  
  

• Fast-paced, collaborative environment requiring adaptability and strong time management.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail

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