Global In-Store Experience Lead

COS; Greater London; Ibrido; GBP 70.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Staff discounts

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Retail experience

Customer experience

Data-driven decisions

Communication

Collaboration

Descrizione del lavoro

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.