Customer Experience Manager

Job Summary:

Store Experience Manager

Key Responsibilities

• Customer Experience Leadership

• Craft and deliver a seamless, differentiated customer journey across all touchpoints in the store.
• Ensure each visit leaves customers inspired, informed, and delighted.
• Create high standards of store ambience, service etiquette, and brand storytelling.

• Architect & Influencer Engagement

• Build strong relationships with architects, designers, and specifiers by organizing exclusive events, design showcases, and workshops.
• Position the store as the go-to hub for the design and influencer community.
• Partner with the marketing team to amplify event presence across digital and offline channels.

• Lead Generation & Conversion

• Drive measurable lead generation through in-store engagement, walk-ins, and events.
• Collaborate with sales teams to ensure seamless follow-ups and conversion.
• Monitor and report KPIs related to customer footfall, inquiries, and sales pipeline contribution.

• Experience Innovation & Buzz Creation

• Continuously experiment with new formats, interactive experiences, and curated displays to keep the store fresh and conversation-worthy.
• Leverage brand campaigns, product launches, and market trends to create excitement and footfall.
• Benchmark against premium retail experiences globally to raise the bar for customer delight.

• Team & Operations Excellence

• Train and mentor store staff on customer engagement, product storytelling, and brand experience.
• Ensure smooth operations of events, activations, and daily customer flow.
• Maintain store upkeep, ensuring alignment with brand guidelines.

Qualifications & Skills

• Graduate/Postgraduate in Marketing, Retail Management, or related fields.
• 6–10 years of experience in premium retail, customer experience, or brand activations.
• Strong network in the architect and design fraternity (preferred).
• Excellent communication, event management, and people skills.
• Creative thinker with a knack for generating buzz and building communities.
• Proven track record of delivering customer experience and lead-generation outcomes.

Mandatory experience - Building Material industry