- Opportunity for growth
- Competitive salary package
About Our Client
The company is a well-established luxury retail brand recognized for its dedication to providing high‑quality products and exceptional service. With a strong market presence, it offers employees a stable, professional, and supportive work environment.
Job Description
- Develop and execute a unified customer strategy across all brands, ensuring consistent CX standards, emotional cues, and personalized journeys from acquisition to loyalty.
- Lead customer data ownership and segmentation, turning insights (CLV, churn, repeat behavior, VIP growth) into actionable strategies for brands and operations.
- Design and manage a Group-wide loyalty program, including tier structures, benefits, and mechanics that drive measurable revenue uplift and repeat visits.
- Build and scale VIP & high-value client programs, including concierge services, luxury experiences, and personalized events to grow top-spender segments.
- Drive customer base growth and retention through acquisition, digital lead conversion, churn prevention, and automated lifecycle journeys (win-back, reactivation).
- Oversee CRM adoption and digital experience alignment, enabling automated, data-driven communications across SMS, email, and behavioral triggers.
- Own experience measurement systems (NPS, CSAT), translate insights into improvements, and build dashboards to monitor retention, loyalty, and engagement.
- Lead cross-functional collaboration with Retail Ops, CIO, Marketing, Supply Chain, and Business Process teams to ensure seamless, customer-driven execution.
The Successful Applicant
A Successful Customer Experience Associate Director Should Have
- 8-12 years in customer experience, CRM, loyalty, customer strategy, or data-driven marketing
- Experience in retail, luxury, optical, healthcare, or lifestyle strongly preferred
- Strong understanding of customer segmentation and CRM systems
- Excellent analytical skills and business acumen
- Strong leadership and communication skills
- Experience working cross-functionally with marketing, analytics, IT, and operations
- Must be customer-obsessed with a strong sense of brand positioning
What's on Offer
- Opportunity to work in a leading company within the retail industry.
- Permanent employment with potential for career growth.
- Benefits package to be discussed during the hiring process.
If you are passionate about customer experience and have the skills to thrive in the retail sector, we encourage you to apply for the Customer Experience Associate Director role today!
Contact: Miggy Eduardo
Quote job ref: JN-022026-6939938
