Customer Experience Manager – Maternity Cover - Fashion Retailer

Customer Experience Manager – Maternity Cover – Fashion Retailer

Mode Search is proud to partner with a globally renowned fashion retailer to recruit a maternity Cover Customer Experience Manager. This is a hybrid position based near Frankfurt, requiring 3 days a week onsite (typically 4, with flexibility).

At the company\’s core, the desire is to inspire the world\’s most discerning customers and embrace the most high-profile brands.

This role plays a pivotal part in shaping how guests interact with the brand through innovative experiences, training initiatives, and strategic knowledge-sharing that empowers internal teams and delights guests.

Key Responsibilities

• Lead initiatives to enhance guest knowledge and understanding of our offerings, platforms, and experiences.
• Create and implement training and engagement programs to improve guest-facing team performance.
• Design resources and tools to empower team members in delivering exceptional guest experiences.
• Collaborate across departments to ensure guest interactions are informed, consistent, and aligned with brand values.
• Collect and analyse guest feedback and engagement data to refine support strategies.
• Oversee knowledge management systems and ensure content is accurate, up-to-date, and user-friendly.
• Develop communication strategies that engage guests effectively across multiple channels.
• Champion a guest-centric approach in all service delivery and engagement activities.

Required Skills & Experience

• Proven experience in guest engagement, customer experience, training, or a similar role.
• Strong project management skills and the ability to lead cross-functional initiatives.
• Excellent communication and interpersonal abilities.
• Strategic thinker with a hands-on approach to problem solving.
• Experience with knowledge management platforms or digital engagement tools is preferred.
• Ability to interpret data and insights to drive continuous improvement.
• A passion for creating memorable guest experiences.

If you\’re a creative, strategic, and guest-obsessed professional looking to make an impact with a premium brand, we’d love to hear from you.

Please send your CV to

Note: Due to the volume of applications, only shortlisted candidates will be contacted.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Customer Service

Industries

Retail Luxury Goods and Jewelry

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