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
Consumer experience expertise
Strong Retail understanding of in-store service and customer expectations
Connects service performance to commercial outcomes
Translates strategy into practical, store-ready execution
Programme delivery & execution
Proven ability to design and deliver global programmes
Highly organised, managing multiple workstreams effectively
Takes ownership of delivery and quality standards
Data, insight & decision-making
Confident using NPS, feedback and performance data
Identifies trends and drives continuous improvement
Uses insight to inform decisions and prioritisation
Collaboration & ways of working
Builds strong relationships across global and regional teams
Communicates clearly and adapts to different audiences
Proactive and solutions-focused, comfortable with ambiguity
Influences without authority to drive alignment and outcomes
Behaviours based on our values
Delivery & Execution: Ability to produce high-quality, accurate work, prioritise effectively and meet deadlines. You should also be able to demonstrate resilience under pressure.
Problem Solving & Judgment: Ability to analyse issues logically, use data and evidence to guide decisions & anticipate and address issues before they arise.
Communication: Able to communicate clearly in writing and verbally, you should be able to explain technical or complex points simply and keep stakeholders informed and updated.
Collaboration: Abiloity to work constructively with other colleagues, share knowledge and support teammates. You should also be openminded and accept feedback professionally.
Adaptable & Curious: You should be able to adjust to changing priorities, learns new tools and processes quickly and show curiosity and self-development

Employment type
Full-time

Work arrangement
Hybrid