Customer Experience Manager – Retail
This is an open vacancy with one of our clients.
- Experience
- 3–10 years
- Where
- Noida, Delhi NCR, Mumbai, Pune
- Salary
- ₹7,00,000–₹22,00,000 per year
- Work mode
- On-site, Hybrid
- Employment type
- Full-time
- Qualifications
- Graduate / Postgraduate in a relevant discipline; relevant experience may be considered for some assignments
To apply you need a CV on file.
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About the role
One of our prestigious clients is hiring a Customer Experience Manager – Retail to own the quality of every interaction in the store. You will set standards, coach the team, then use what shoppers tell you to improve how the store sells. The role answers for satisfaction scores as well as the revenue they support.
What you'll do
- Write clear standards for greeting, product presentation or after-sales care, then check they are followed.
- Coach store staff on handling difficult moments, building rapport, recovering from complaints.
- Study complaint patterns to decide which fixes deserve attention first.
- Step in on escalated cases, agreeing fair, timely resolutions.
- Connect each improvement to sales goals, measuring its effect on results.
- Introduce simple rituals that make returning shoppers feel recognised.
What you'll bring
- 3–10 years of experience in retail customer experience, store management or luxury sales.
- A graduate or postgraduate degree in a relevant discipline; relevant experience may be considered for some assignments.
- Proven ability to coach colleagues on service as well as selling habits.
- Comfort reading survey results alongside store performance data.
- Calm, fair judgement when handling escalations from unhappy shoppers.
Good to have
- Prior experience in the luxury retail sector with high expectations of service.
- Exposure to loyalty schemes, including how their impact is measured.
- Familiarity with service design or journey mapping methods.