Job Description
Experience Manager - Retail Discover Rennaï, the beauty and modern self-care destination of the future.
At Rennaï, we are dedicated to helping individuals achieve well-being through 360° self-care in a highly accessible setting. Inspired by the French word Renaissance, meaning rebirth and renewal, we are committed to empower individuals on their journey towards self-care, self-love, and self-discovery.
Our range of carefully curated beauty products from around the world is complemented by personalized self-care services, including consultations with beauty, nutrition, and wellness experts. We offer a variety of services to nourish the mind, body, and soul, providing everything you need to feel your best, both inside and out.
Position Overview We are seeking a dynamic and creative Experience Manager to join our team at a prestigious luxury beauty retailer.
The successful candidate will be an exceptional communicator with outstanding customer service and interpersonal skills, entrusted with creating memorable self-care moments for our clientele by curating engaging in-store experiences.
Reporting to the General Manager, the Experience Manager will manage a team of dedicated store employees.
This position includes a comprehensive benefits package.
Responsibilities Customer Experience
- Develop and implement strategies to elevate the level of customer service by creating a personalized, professional, and memorable customer-centric culture in store.
- Address customer feedback and concerns promptly, ensuring resolutions that exceed expectations and foster customer loyalty.
Service Planning and Execution
- Conceptualize, plan, and execute innovative and engaging services within the stores to enhance the customer experience and drive sales.
- Manage service booking platform, budgets, timelines, logistics, and vendor relationships to ensure flawless execution and cost efficiency.
Brand Partnerships and Collaborations
- Cultivate trusted relationships with brand partners, both existing and potential, to enhance collaboration opportunities for memorable services.
- Collaborate with brand partners on exclusive services, experiential activities, joint marketing initiatives, and product knowledge training around exceptional customer service, self-care services, and techniques in alignment with brand ethos.
Staff Training and Development
- Conduct regular training sessions for the sales/services team on product knowledge, service standards, and protocols within fragrance, makeup, skincare, and nails.
- Provide ongoing coaching, mentorship, and feedback to motivate and enhance the team’s sales and service skills, ensuring consistent delivery of exceptional experiences.
- Identify and support the career development of team members, fostering a culture of trust, continuous learning, and professional growth.
Sales and Performance Analysis
- Analyze sales performance and customer feedback data to identify opportunities for improvement and optimize service strategies.
- Develop and implement key performance indicators (KPIs) to measure the success and impact of events and customer service initiatives.
- Prepare comprehensive reports and presentations for senior management, highlighting event outcomes, customer satisfaction, and sales trends.
Skills And Experience You Will Need - Proven experience (7+ years) in a service-oriented role in luxury retail, preferably beauty.
- Exceptional customer service skills with a passion for delivering memorable experiences.
- Solid service planning and execution abilities, with a creative and innovative mindset.
- Excellent interpersonal and communication skills, with the ability to collaborate effectively with brand partners, vendors, and cross-functional teams.
- Demonstrated leadership and effective coaching abilities, with experience in training teams.
- Exceptional organizational and project management skills, with the ability to multitask and meet deadlines.
- Proficiency in using technology and software for service booking management, customer relationship management (CRM), and data analysis.
- Flexibility to work evenings, weekends, and holidays as required by event schedules.
BONUS POINTS IF YOU - Have a degree or equivalent experience in a relevant field.
- Have knowledge of luxury beauty brands, industry trends, and customer preferences.
- Are a self-care and wellness ambassador.
Join our dynamic team and be part of a luxurious beauty experience that empowers individuals to embrace their uniqueness. Together, let’s create an inspiring space where beauty and confidence flourish, making a lasting impact on our customers’ lives.
Job Tags
Holiday work, Weekend work,