Global In-Store Experience Leader

Vochure; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Staff discount

Private health & dental care

Pension scheme

Job summary

COS is seeking a Global Customer Experience Manager to shape the in-store service strategy across markets from its London headquarters. You will own performance metrics, embed brand service behaviours, and partner with regional teams to drive adoption, ensuring a high quality, consistent customer experience globally.

The role requires strong retail experience, data-driven decision making, and excellent stakeholder management in a hybrid London setting.

Qualifications

• Experience designing and delivering global in-store service programmes.
• Ability to translate brand and customer expectations into service behaviours.
• Strong retail background with customer experience focus.

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.
• Confident using NPS, feedback and performance data.

Skills

Global programme design

NPS analysis

Stakeholder management

Retail expertise

Communication skills

Data-driven decisions

Job description

COS is seeking a Global Customer Experience Manager to shape the in-store service strategy across markets from its London headquarters. You will own performance metrics, embed brand service behaviours, and partner with regional teams to drive adoption, ensuring a high quality, consistent customer experience globally.

The role requires strong retail experience, data-driven decision making, and excellent stakeholder management in a hybrid London setting.