Customer Experience Manager
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Key skills for this role
About the Role
Primark in Qatar seeks a Customer Experience Manager to deliver exceptional in-store and online experiences in a retail cosmetics environment. The role involves developing customer experience strategies, training frontline staff, and analyzing feedback to improve satisfaction.
Key Skills for This Role
Responsibilities
- Develop and implement customer experience strategies across retail stores
- Collaborate with General Manager and beauty advisors to ensure consistent customer experience
- Monitor and respond to customer feedback from in store surveys, online reviews, and social media
- Lead training sessions and coaching for frontline staff on customer service excellence
- Coordinate with marketing to align promotions, loyalty programs, and in store events
- Analyze customer behavior and feedback data to identify improvement opportunities
- Ensure visual merchandising and store ambiance support a luxurious experience
- Resolve high level customer complaints with professionalism and empathy
Requirements
- 3 5 years of experience in customer experience, retail operations, or store management, preferably in beauty or luxury retail
- Strong leadership and interpersonal skills
- Proficiency in CRM and customer feedback tools
- Passion for beauty, skincare, and customer service
Full Job Posting
Role Profile
- To deliver exceptional in store and online customer experiences that reflect the brand's values, drive loyalty, and increase customer satisfaction across all touchpoints within the retail cosmetics environment.
Key Performance Areas
- Develop and implement customer experience strategies across retail stores
- Collaborate with General Manager and beauty advisors to ensure a consistent, high quality customer experience
- Monitor and respond to customer feedback from in store surveys, online reviews, and social media
- Lead training sessions and coaching for frontline staff on customer service excellence and brand representation
- Coordinate with marketing to align promotions, loyalty programs and in store events with customer expectations
- Analyze customer behaviour and feedback data to identify opportunities and improve shopping experience
- Ensure visual merchandising and store ambiance support a luxurious and welcoming experience
- Resolve high level customer complaints with professionalism and empathy
Knowledge
- Retail customer experience
- Team Leader
- Planning & organizing
Experience
- 3 5 Experience in customer experience, retail operations, or store management—preferably in the beauty or luxury retail sector.
Skills
- Strong leadership and interpersonal skills; ability to influence and inspire frontline teams
- Deep understanding of cosmetic retail trends and customer expectations
- Proficiency in CRM and customer feedback tools
- Passion for beauty, skincare, and customer service
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