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, managing service excellence, and defining non-sales KPIs to drive measurable business impact.
The role requires a strong understanding of luxury client experience, analytical capabilities, and expertise in event strategy and ROI management.
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
Client experience strategy
Event strategy and ROI
Service excellence standards
Non-sales KPI governance
Specialist capability planning
Nice-to-have
Luxury client experience understanding
Cross-functional collaboration
Structured performance monitoring
Data-driven decision making
Key Requirements
Bachelor's degree in Business Administration or related field
Minimum 10 years of progressive CX experience
Experience in consumer goods, retail, or luxury industry