Job Description Hiring Alert | Customer Experience Manager - Premium Luxury Retail brand (Offline Stores)
n CTC: upto 24 LPA overall** | Experience: 6-9 Years
n Location: Bangalore/Bengaluru, India
n A leading premium luxury retail brand is looking for an experienced Customer Experience Manager to lead and elevate customer experience across its Pan-India retail network. This role requires extensive travel across India to partner with regional teams, conduct store visits, drive CX initiatives, and ensure consistent service excellence across all locations.
n This leadership role is ideal for professionals with expertise in CX strategy, service excellence, customer journey design, and retail operations, who can build customer-first cultures and deliver exceptional in-store experiences.
n Key Responsibilities
n • Define and implement customer experience strategy, service standards, SOPs, and CX playbooks across stores
n • Enhance end-to-end customer journeys and ensure a consistent premium experience across all retail touchpoints
n • Partner with Retail Operations, L&D;, Marketing, and Visual Merchandising teams to drive service excellence
n • Lead Voice of Customer (VoC)



initiatives, including NPS, CSAT, CES, Google Reviews, and mystery audits
n • Analyze customer insights to improve conversion, customer retention, repeat purchases, and Average Ticket Value (ATV)
n • Drive customer engagement, service recovery, and continuous improvement initiatives across regions
n Required Skills & Experience
n • 6–9 years of experience in Customer Experience, Retail Operations, Service Excellence, or Customer Success
n • Proven experience managing multi-store, multi-city retail operations
n • Robust expertise in customer journey mapping, consumer behavior, CX analytics, and stakeholder management
n • Excellent leadership, communication, and cross-functional collaboration skills
n Preferred Background: Professionals from Luxury Retail, Premium Consumer Brands, Luxury Goods, Luxury Lifestyle, Fashion, Non-Apparel Retail, Hospitality, or other premium customer-focused industries will be highly preferred.
n Interested candidates can share their updated CV for a confidential discussion.

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