12/10/2021
JOB DESCRIPTION
Our company is a new upscale fashion, beauty and lifestyle retail brand whose goal is to capture the hearts of beauty, fashion and lifestyle lovers in Nigeria and beyond by providing experiential shopping that is both intimate and personalized. Our company is focused on creating a system of exclusivity, premium quality products, unmatched customer experience and service excellence, promise fulfilment, convenient shopping and memorability for our clients. We are currently looking to fill the position of a Customer Experience Manager to drive and optimize this vision.
The role requires a process driven and organized customer experience manager who is able to quickly identify the customers behaviors and preferences and leverage this valuable insight to increase enthusiasm and connectedness to the brand and consistently improve the overall interaction and experience with our brand. The suitable candidate should understand the various touchpoints that make a fashion, beauty and lifestyle enthusiast stick to a brand and should have experience in fashion, people management, customer experience, marketing and sales.
We want someone who is passionate about driving business growth through understanding customers and translating their needs into value driven services and can bring a creative approach to our commitment as a business.
Job Roles
• Manage the customers journey and shopping experience by identifying touchpoints that can positively improve perception, interaction and relationship with the brand;
• Develop and implement the strategic plan for the overall customer experience unit, with a strong focus on leading a positive customer experience environment.
• Develop, and action immersive personalized brand experiences per customer segment;
• Manage, implement, and action top client seasonal gifting programs as a client retention strategy;
• Develop partnerships with travel, hotel, concierge services to offer key services to drive acquisition and cultivation of VIP clients;
• Support business objectives such as Retail, Merchandising, Special Events, Public Relations, Advertising, Entertainment Relations, and other client attraction areas;
• Develop strategies and innovative activations to drive top client customer acquisition, retention, and reactivation;
• Analyze performance and impact of implemented initiatives on client development, customer behavior and team performance;
• Support the store in developing new event initiatives and create recommendations towards such initiatives;
• Coordinate guests list, event management, vendor set up, store operational support, and oversee visual preparation prior to any in store events.
Requirements
• Minimum of eight (8) years experience customer experience, people management or change management functions especially with fashion brand, tech driven retail company, lifestyle & beauty sectors, PR agency, marketing agencies, or similar organizations.
• Experience working in media comms, Marketing , hospitality, retail, brand and marketing and other creative based industries.
• Experience with customer management systems and analysis of data trends.
• Experience working in a consumer-focused role in online environment.
• Experience working with a luxury or upscale brand.
• An understanding of all the duties necessary for proper function of a core retail store, including (but not limited to) sales, visuals, customer service, inventory management and sorting of consigned items.
