Assistant Customer Experience Manager – Retail

About the role

We are seeking an Assistant Customer Experience Manager to lead the service culture on the shop floor of our London store. In this full‑time, on‑site role you will own the end‑to‑end customer journey, ensuring a seamless experience across fitting rooms, check‑outs and omnichannel services.

Key responsibilities

• Lead the in‑store customer experience and manage queue flow during peak periods.
• Drive speed of service, product knowledge and styling support across the team.
• Support omnichannel integration, ensuring smooth transitions between online and in‑store interactions.
• Coach, train and develop a team of Customer Experts, setting clear expectations.
• Handle service recovery, manage customer queries and complaints, and turn challenges into positive outcomes.
• Maintain cash desk, security procedures and store compliance, while keeping the environment safe and organised.

Required profile

• Proven experience in a retail management or assistant manager role.
• Strong background in customer service leadership and complaint handling.
• Ability to coach teams in high‑volume, fast‑paced environments.
• Excellent organisational skills and the capacity to prioritise under pressure.
• Clear, confident communicator who is people‑focused and solutions‑driven.

Required skills

What we offer

• Opportunity to work for a global fashion leader with fast‑paced career development.
• Dynamic environment where no two days are the same.
• Growth of leadership skills in a high‑volume retail setting.