Customer Service Manager

Role Profile:

To deliver exceptional in-store and online customer experiences that reflect the brandâs values, drive loyalty, and increase customer satisfaction across all touchpoints within the retail cosmetics environment.

The below Key Performance Areas include but are not limited to:

• Develop and implement customer experience strategies across retail stores
• Collaborate with General Manager and beauty advisors to ensure a consistent, high-quality customer experience.
• Monitor and respond to customer feedback from in-store surveys, online reviews, and social media.
• Lead training sessions , coaching for frontline staff on customer service excellence and brand representation.
• Coordinate with marketing to align promotions , loyalty programs and in-store events with customer expectations
• Analyze customer behaviour and feedback data to identify opportunities and improve shopping experience
• Ensure visual merchandising and store ambiance support a luxurious and welcoming experience.
• Resolve high-level customer complaints with professionalism and empathy.

Knowledge:

• Retail customer experience
• Team Leader
• Planning & organizing

Experience:

• 3-5 Experience in customer experience, retail operations, or store managementâpreferably in the beauty or luxury retail sector.

Skills:

• Strong leadership and interpersonal skills; ability to influence and inspire frontline teams.
• Deep understanding of cosmetic retail trends and customer expectations.
• Proficiency in in CRM and customer feedback tools.
• Passion for beauty, skincare, and customer service.