Global Store Experience Lead

COS; Greater London; Hybrid; GBP 85,000 - 110,000; Full time

Benefits offered by this job

Staff discount

HIP program

Hybrid work model

Annual health checks

Pension scheme

Job summary

COS is seeking a Global Customer Experience Manager to define and deliver the in-store service strategy across markets, partnering with Retail, Brand and Operations to elevate customer engagement and commercial performance.

You will own the service programme, develop tools for store teams and work with regional partners to drive adoption, track experience KPIs and continuously improve the global shopper journey. This is a permanent, London-based role with hybrid work.

Qualifications

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

Responsibilities

• Own and evolve the global in-store service strategy and standards.
• Develop tools and content to support consistent service delivery.
• Partner with regional teams to drive adoption and execution.
• Define and track consumer experience KPIs and act on insights.
• Align service strategy with Brand, Marketing and Operations priorities.

Skills

Consumer experience

Retail service

NPS analysis

Stakeholder influence

Job description

COS is seeking a Global Customer Experience Manager to define and deliver the in-store service strategy across markets, partnering with Retail, Brand and Operations to elevate customer engagement and commercial performance.

You will own the service programme, develop tools for store teams and work with regional partners to drive adoption, track experience KPIs and continuously improve the global shopper journey. This is a permanent, London-based role with hybrid work.