Global Customer Experience Manager

COS; Greater London; Hybrid; GBP 70,000 - 120,000; Full time

Benefits offered by this job

Staff discounts

Job summary

COS in London is seeking a Global Customer Experience Manager to define and deliver the worldwide in-store service strategy. You will shape the brand experience across markets, partnering with Retail, Brand and Operations to enable consistent service execution.

You will own service standards, develop enablement tools, monitor KPIs, and drive adoption with regional teams while aligning with global priorities and customer outcomes.

Qualifications

• Strong Retail understanding of in-store service and customer expectations.
• Connects service performance to commercial outcomes.
• Translates strategy into practical, store-ready execution.
• Proven ability to design and deliver global programmes.
• Highly organised, managing multiple workstreams effectively.
• Takes ownership of delivery and quality standards.
• Confident using NPS, feedback and performance data.
• Identifies trends and drives continuous improvement.
• Uses insight to inform decisions and prioritisation.
• Builds strong relationships across global and regional teams.
• Communicates clearly and adapts to different audiences.
• Proactive and solutions-focused, comfortable with ambiguity.
• Influences without authority to drive alignment and outcomes.

Responsibilities

• Own and evolve the global in-store service strategy and standards.
• Translate brand and customer expectations into clear service behaviours.
• Maintain a scalable, commercially relevant service programme.
• Develop tools and content to support consistent service delivery.
• Ensure content is clear, practical and relevant for store teams.
• Maintain and update materials in line with business priorities.
• Partner with regional teams to drive adoption and execution.
• Provide guidance and support to embed service standards.
• Monitor adoption and address gaps through targeted actions.
• Define and track consumer experience KPIs.
• Analyse NPS, feedback and performance data to identify improvements.
• Translate insight into clear actions and recommendations.
• Align service strategy with Brand, Marketing and Operations priorities.
• Ensure clear communication of service updates and standards.
• Contribute to broader customer and retail experience initiatives.

Skills

Retail experience

Customer experience

Data-driven decisions

Communication

Collaboration

Job description

Company Description

COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.

Job Description

The Global Customer Experience Manager defines and delivers the global in-store service strategy, shaping how the brand is experienced by customers across all markets. Working across Retail, Brand and Operations, the role owns the design, performance and continuous evolution of the service programme-from defining service standards through to enabling consistent execution in-store. As the global owner of the customer experience, you will partner with regional teams to drive adoption, establish clear frameworks and embed service behaviours that elevate customer engagement, colleague confidence and commercial performance-ensuring a consistent, high-quality experience across the global retail network.

What you will do:

Service strategy & programme ownership

• Own and evolve the global in-store service strategy and standards
• Translate brand and customer expectations into clear service behaviours
• Maintain a scalable, commercially relevant service programme

Associate enablement & capability

• Develop tools and content to support consistent service delivery
• Ensure content is clear, practical and relevant for store teams
• Maintain and update materials in line with business priorities

Regional partnership & adoption

• Partner with regional teams to drive adoption and execution
• Provide guidance and support to embed service standards
• Monitor adoption and address gaps through targeted actions

Performance & insight

• Define and track consumer experience KPIs
• Analyse NPS, feedback and performance data to identify improvements
• Translate insight into clear actions and recommendations

Cross-functional collaboration

• Align service strategy with Brand, Marketing and Operations priorities
• Ensure clear communication of service updates and standards
• Contribute to broader customer and retail experience initiatives

Qualifications

Consumer experience expertise

• Strong Retail understanding of in-store service and customer expectations
• Connects service performance to commercial outcomes
• Translates strategy into practical, store-ready execution

Programme delivery & execution

• Proven ability to design and deliver global programmes
• Highly organised, managing multiple workstreams effectively
• Takes ownership of delivery and quality standards

Data, insight & decision-making

• Confident using NPS, feedback and performance data
• Identifies trends and drives continuous improvement
• Uses insight to inform decisions and prioritisation

Collaboration & ways of working

• Builds strong relationships across global and regional teams
• Communicates clearly and adapts to different audiences
• Proactive and solutions-focused, comfortable with ambiguity
• Influences without authority to drive alignment and outcomes

Behaviours based on our values

• Delivery & Execution: Ability to produce high-quality, accurate work, prioritise effectively and meet deadlines. You should also be able to demonstrate resilience under pressure.
• Problem Solving & Judgment: Ability to analyse issues logically, use data and evidence to guide decisions & anticipate and address issues before they arise.
• Communication: Able to communicate clearly in writing and verbally, you should be able to explain technical or complex points simply and keep stakeholders informed and updated.
• Collaboration: Abiloity to work constructively with other colleagues, share knowledge and support teammates. You should also be openminded and accept feedback professionally.
• Adaptable & Curious: You should be able to adjust to changing priorities, learns new tools and processes quickly and show curiosity and self-development

Additional Information

This is a Permanent contract based at our Head Office in London.

We value collaboration and believe that great ideas thrive when we work closely together. Therefore, this role is primarily office-based, with 3 days per week at the office to foster teamwork and engagement. 2 days per week, you'll have the flexibility to work remotely.

WHY YOU'LL LOVE WORKING HERE

We offer all our employees attractive benefits with broad development opportunities. All our employees receive a staff discount usable on all our H&M Group brands in stores and online. In addition to our staff discount, all our employees are included in our H&M Incentive Program - HIP. You can read more about our H&M Incentive Program here.

In addition to this UK- based colleagues also receive

• Up to 25 days holiday
• Annual health checks
• Pension scheme
• Discounts on various activities and financial/lifestyle products via our benefits hub
• Cycle to work scheme
• Discounted gym membership
• Employee assistance via retail trust
• Private health & dental care

JOIN US

Our uniqueness comes from a combination of many things - our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all, it's our people who make us who we are. We are committed to a recruitment process that is fair, equitable, and based on competency.

We look forward to hearing from you.

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