Omni Channel Customer Experience Manager

We are looking for an experienced Omni Channel Customer Experience Manager to lead and improve the end-to-end customer journey across physical and digital channels.

The role will connect stores, digital, technology, loyalty and customer insight to identify customer pain points, introduce practical solutions and improve both customer experience and commercial performance.

Key Responsibilities

• Improve customer journeys across store and digital touchpoints, including discovery, stock visibility, ordering and fulfilment.
• Develop and implement customer-facing digital solutions such as mobile journeys, assisted selling and self-service.
• Use customer feedback, complaints, CSAT/NPS and behavioural insights to identify improvement opportunities.
• Drive commercial results through improved conversion, reduced lost sales and increased Omni-channel engagement.
• Translate Omni and CX strategies into practical store processes, training and adoption.
• Use loyalty and customer data to strengthen engagement and repeat interaction.
• Manage initiatives end-to-end, from business case and pilot through rollout and performance measurement.

What We’re Looking For

• Strong retail customer experience and Omni-channel background.
• Experience implementing customer-facing technology.
• Strong commercial and analytical mindset.
• Ability to work across Retail Operations, Digital, Technology and brand teams.
• Comfortable working closely with stores and frontline teams.
• Experience managing projects from concept through implementation and measurement.

Experience with RFID, mobile/assisted selling, CRM/loyalty, store fulfilment and multi-market retail would be highly desirable.