Global Customer Experience Manager

The Global Customer Experience Manager defines and delivers the global in-store service strategy, shaping how the brand is experienced by customers across all markets. Working across Retail, Brand and Operations, the role owns the design, performance and continuous evolution of the service programme—from defining service standards through to enabling consistent execution in-store. As the global owner of the customer experience, you will partner with regional teams to drive adoption, establish clear frameworks and embed service behaviours that elevate customer engagement, colleague confidence and commercial performance—ensuring a consistent, high-quality experience across the global retail network
What you will do:

Service strategy & programme ownership

• 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

Associate enablement & capability

• 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

Regional partnership & adoption

• 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

Performance & insight

• Define and track consumer experience KPIs
• Analyse NPS, feedback and performance data to identify improvements
• Translate insight into clear actions and recommendations

Cross-functional collaboration

• 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