Position: Customer Experience Manager
Location: Lahore
Maria B is looking for a Customer Experience Manager to help shape and strengthen the customer experience across our retail ecosystem.
This role will focus on building clear and consistent customer journeys, service standards, customer-facing communication, policies and training across Maria B, M/Basic and Bridal Studio.
The person will work across Store, Digital, Community Management and Customer Service to ensure the experience is consistent, practical and aligned across every relevant touchpoint.
Key Responsibilities
· Develop and improve end-to-end customer journeys.
· Define customer service standards and service behaviors.
· Support Tone of Voice and customer communication guidelines.
· Develop customer-facing policies and service-recovery standards.
· Build customer-experience training and practical service tools.
· Review customer feedback and identify experience gaps.
· Support mystery shopping and store experience reviews.
· Work cross-functionally with Retail, Brand, Digital, Customer Service, HR/L&D, Projects and VM.
· Help define customer experience standards across people, sound, scent, product and environment.
Ideal Candidate
· 5–8 years of relevant experience.
· Background in fashion retail, premium retail, hospitality, lifestyle, customer service or brand experience.
· Strong communication and customer-service skills.
· Excellent understanding of customer journeys.
· Strong training and facilitation capability.
· Able to turn customer insights into practical improvements.
· Strong cross-functional working style.
Education
Fashion Marketing, Marketing with a specialization/major in Retail Management, or MBA in Marketing.