The Experience Lead is responsible for elevating the client experience across all POS by integrating event strategy, service excellence, non-sales KPI governance, and specialist capability planning
Job Summary
The Experience Lead is responsible for elevating the client experience across all POS by integrating event strategy, service excellence, non-sales KPI governance, and specialist capability planning.
Key responsibilities include developing event strategy, analyzing performance metrics, defining and implementing service KPIs, and planning specialist deployment.
The role ensures that brand image, client journey, and service standards are translated into measurable business impact, including talent attraction, retention, and premium brand positioning.
Matching Summary
The Experience Lead is responsible for elevating the client experience across all POS by integrating event strategy, service excellence, non-sales KPI governance, and specialist capability planning.
Skills & Requirements
Must-have
Event strategy and ROI management
Service KPI governance
Non-sales KPI management
Specialist capability planning
Luxury client experience understanding
Nice-to-have
Brand image translation to business impact
Evolving client expectations
Cross-functional collaboration
Premium brand positioning
Key Requirements
Minimum 10 years of progressive work experience
Bachelor’s degree in Business Administration or related field
Experience in consumer goods, retail or luxury industry