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Experience Manager
4 weeks ago
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. #J-18808-Ljbffr
