Customer Experience Manager – Luxury Retail
This is an open vacancy with one of our clients.
- Experience
- 4–8 years
- Where
- Chandigarh
- Salary
- ₹8,00,000–₹22,00,000 per year
- Work mode
- On-site, Hybrid
- Employment type
- Full-time
- Qualifications
- Graduate / MBA
To apply you need a CV on file.
To apply for this role, sign in or create an account.
About the role
One of our prestigious clients is hiring a Customer Experience Manager – Luxury Retail to shape and protect the experience clients have in luxury stores. You will define service standards, listen to client feedback and work with store teams to improve every touchpoint. In luxury, small details decide whether a client returns.
What you'll do
- Define the client journey in store, from arrival and consultation to purchase and after-sales care.
- Gather client feedback through surveys, conversations and complaints, and analyse recurring themes.
- Run service audits and mystery shopping visits, and share findings with store managers.
- Train store teams on service rituals, etiquette and handling sensitive situations.
- Resolve escalated client issues personally and fix the processes that caused them.
- Link customer experience measures to sales and clienteling results.
What you'll bring
- 4–8 years of experience in customer experience, service quality or retail operations in luxury or premium settings.
- A graduate degree or an MBA, with service quality as a clear focus.
- Strong understanding of luxury customer engagement and client expectations.
- Ability to influence store teams without having formal authority over them.
- Excellent communication and practical problem-solving skills when issues reach you.
Good to have
- Service quality roles held within luxury or fashion retail.
- Familiarity with customer satisfaction measures such as NPS.
- Exposure to service design methods and journey mapping.