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  • Define and deliver the customer experience strategy across retail and lifestyle brands
  • Manage end-to-end customer journeys across digital and physical touchpoints
  • Drive customer insights, analytics and feedback programs to inform decisions
  • Create cross-functional initiatives with commercial, digital and operations teams
  • Operate customer intelligence and service functions to ensure excellence
  • Run CX governance frameworks and track KPIs for continuous improvement
  • Lead, inspire, and develop a high-performing customer experience team
  • Deliver innovation and best practices that enhance satisfaction and business impact

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