Global Store Experience Lead (UK) – Hybrid

COS; Greater London; Hybrid; GBP 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Staff discount

HIP incentive program

Up to 25 days holiday

Cycle to work scheme

Discounted gym membership

Employee assistance

Zusammenfassung

COS is seeking a Global Store Customer Experience Manager to define and deliver the global in-store service strategy. You will shape how the COS brand is experienced by customers across markets, working across Retail, Brand and Operations to own the service programme—from standards to execution.

You will partner with regional teams to drive adoption, embedding service behaviours that elevate customer engagement and commercial performance.

Qualifikationen

• Experience designing and delivering in-store customer experiences across global markets.
• Ability to translate customer expectations into service behaviours.
• Strong analytical mindset using feedback and KPIs to drive improvements.
• Proven track record in cross-functional collaboration across Retail, Brand and Operations.

Aufgaben

• Define and evolve 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.
• Monitor adoption and address gaps through targeted actions.
• Define and track consumer experience KPIs and analyse feedback.
• Collaborate with Brand, Marketing and Operations to align priorities.

Kenntnisse

Retail experience

Customer experience

Stakeholder collaboration

Data-driven decisions

NPS analysis

Jobbeschreibung

COS is seeking a Global Store Customer Experience Manager to define and deliver the global in-store service strategy. You will shape how the COS brand is experienced by customers across markets, working across Retail, Brand and Operations to own the service programme—from standards to execution.

You will partner with regional teams to drive adoption, embedding service behaviours that elevate customer engagement and commercial performance.