Customer Experience Lead - Luxury Goods Retail

Placements24; Cape Town; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Performance-based incentives

Staff discounts on luxury products

Professional growth and training

Job summary

Placements24 is partnering with a prestigious Cape Town luxury boutique to hire a Customer Experience Lead. The role focuses on elevating client journeys, guiding the sales team, and delivering consistent, high-end service for discerning clients in a hybrid work setting.

You will design service strategies, mentor staff, and manage VIP relationships while upholding brand standards across store environments in Cape Town. Residency or ties to the Cape Town area are preferred.

Qualifications

• Minimum 7 years in luxury retail with focus on customer service or client relations.
• Experience developing and implementing customer service strategies.
• Exceptional interpersonal and communication skills with refined demeanor.
• Proven ability to lead, motivate, and train customer-facing teams.
• In-depth knowledge of luxury market trends and customer expectations.

Responsibilities

• Design and implement customer service strategies to enhance client satisfaction and loyalty.
• Lead and inspire the sales team to deliver outstanding customer experiences.
• Develop and conduct customer service training programs for retail staff.
• Act as a brand ambassador, embodying the luxury brand values and standards.
• Manage clienteling, building and nurturing long-term VIP relationships.
• Oversee escalations and feedback with timely, satisfactory outcomes.
• Collaborate with marketing to align CX initiatives with campaigns.
• Monitor feedback channels and drive improvements.

Skills

Luxury retail

Client relations

Leadership

Training staff

VIP clienteling

CRM proficiency

Tools

CRM systems

Clienteling tools

Job description

About the Role

Our client, a purveyor of exquisite luxury goods, is seeking a dedicated and experienced Customer Experience Lead for their prestigious **Cape Town** boutique. This pivotal role is designed for an individual passionate about creating unforgettable moments for discerning clientele. You will be instrumental in shaping and delivering exceptional service standards, ensuring every customer interaction reflects the brand's commitment to quality and exclusivity. The successful candidate will possess a refined understanding of luxury retail environments and a natural ability to connect with a sophisticated customer base in **Cape Town**. This is an exciting opportunity to elevate the customer journey within a renowned international brand.

Key Responsibilities

1. Design and implement innovative customer service strategies to enhance client satisfaction and loyalty.
2. Lead and inspire the sales team to deliver consistently outstanding customer experiences.
3. Develop and conduct customer service training programs for all retail staff.
4. Act as a brand ambassador, embodying the values and standards of the luxury brand.
5. Manage clienteling efforts, building and nurturing long-term relationships with VIP customers.
6. Oversee the resolution of customer escalations and feedback, ensuring timely and satisfactory outcomes.
7. Collaborate with marketing teams to align customer experience initiatives with brand campaigns.
8. Monitor customer feedback channels and implement improvements based on insights.
9. Ensure the physical store environment in **Cape Town** consistently reflects luxury standards.

Requirements

1. Minimum of 7 years of experience in luxury retail, with a significant focus on customer service or client relations.
2. Demonstrable experience in developing and implementing customer service strategies.
3. Exceptional interpersonal and communication skills, with a refined demeanor.
4. Proven ability to lead, motivate, and train customer-facing teams.
5. In-depth knowledge of luxury market trends and customer expectations.
6. Strong problem-solving and conflict-resolution capabilities.
7. Proficiency with CRM systems and clienteling tools is essential.
8. A genuine passion for luxury goods and exceptional service.
9. Residency or strong ties to the **Cape Town** area are preferred.

Benefits

• This role comes with a highly competitive salary, complemented by performance-based incentives and a comprehensive benefits package.
• Our client provides opportunities for professional growth through ongoing training and development, significant staff discounts on exquisite products, and the chance to work within a globally recognized luxury brand.
• Be a key player in shaping the customer journey in **Cape Town** for a brand synonymous with elegance and quality.
• This hybrid role offers a balance between in-store engagement and strategic planning.