Customer Experience Lead Riyadh
4 days ago
About the Job
This is an exciting opportunity to lead a high-performing team in Riyadh and drive sales growth while delivering exceptional customer experiences. You will work closely with the Store Manager to achieve business objectives, manage staff, and ensure a seamless customer journey.
Your Key Responsibilities
- Drive individual and team sales performance while maintaining a high level of customer satisfaction.
- Develop and implement strategies to improve sales floor productivity and customer engagement.
- Collaborate with the Store Manager and local Marketing and CRM teams to develop localized clienteling initiatives.
- Implement and supervise the execution of the Selling Flow and create a welcoming store environment.
- Develop storytelling capabilities within the team to enhance customer connections.
- Ensure client outreach is personalized and aligned with personal interests, lifestyle, etc.
- Monitor CRM/Marketing KPI's and reporting to capture meaningful customer data.
- Communicate company priorities and goals and foster a positive internal environment.
- Embody and promote change and transformation, inspiring others to do the same.
- Facilitate employee onboarding and provide regular feedback and coaching.
- Support the Store Manager in identifying training needs and implementing training activities.
- Be aware of employees' problems and take actions to help problem-solving.
- Work with the Store Manager to provide effective feedback on products and collections and stay up-to-date on stock situation.
- Ensure the implementation of VM guidelines and Company guidelines in terms of store experience and maintenance.
- Support the Store Manager in planning and organizing team attendance to product trainings.
- Ensure the store team adheres to guidelines, policies, and procedures.
- Sponsor, execute, and supervise the adoption of the Zegna Code of Ethics.
- Supervise logistic procedures and stock management.
- Ensure the adoption of H&S regulations and attendance of the store team on H&S specific training courses.
- Ensure and supervise the usage of digital services to increase business opportunities and improve customer service.
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