Our Brand Experience Manager will createsatisfying and compelling experiences for our customers, with afocus on reshaping the customer experience to maximize conversions.
You will be covering a number of luxury fashion brands within theGroup and have regional exposure to countries.
We are looking for someone with an expert understanding ofall touchpoints across the entire customer journey and be able toelevate the in-store team'
s CX capacity and theunderstanding of their role in the journey.
Youwill be a fashion-savvy customer-centric person with the ability toset KPI's and be able to measure results.
What you will do : CustomerExperience :
Act as a consultant to the business onall CX related matters
Plan and execute ofcross-functional end-to-end projects to redesign customerjourneys
Develop a strong understanding of thebrand's key customer journeys
Preparepresentations and clearly communicate projects deliverable tobrand's captain
Define KPIs in coordinationwith Group CX team to monitor success and progress, collect andapply learning, and provide a go forward process
Create service measurements of success for internal and externalteams
Leverage data and technology to improve KPIsthrough performance management and automation
Partnerwith Logistics, Brands, Communications and Social Media teams toobtain the most current and accurate information for ourclients
Explore and advise brand leadership on newtechnologies and / or vendors to improve productivity and customerengagement (i.
e. chat and educationalvideos)