What you’ll be doing

As a Luxury Customer Experience Manager, you will be responsible for curating and elevating the customer journey within our luxury fashion environment. This role focuses on ensuring an exceptional, personalised, and emotionally engaging experience for clients—rooted in deep brand knowledge, luxury service etiquette, and advanced selling techniques. You will spearhead training initiatives, refine the art of conversation, and shape a customer-centric culture that fosters confidence and excellence in service.

This role is designed for someone who lives and breathes luxury fashion, has a deep understanding of the expectations and preferences of high-net-worth clientele, and has the ability to inspire, educate, and transform retail teams into true brand ambassadors.

Key Responsibilities

Customer Journey & Luxury Service

• Develop and implement strategies to enhance the luxury customer experience, ensuring a seamless and emotionally connected journey.
• Instil a pure luxury mindset across all touchpoints—presentation, personal styling, body language, and communication.
• Guide teams on handling objections with finesse, ensuring aftercare sales are proactive and solution driven.
• Encourage cross-brand collaboration, ensuring fluid transitions between brands with shared luxury principles.

Training & Development

• Oversee external luxury training programs, focusing on emotional selling, personalized communication, and the psychology of luxury consumers.
• Conduct workshops on client profiling—teaching teams how to analyse shopping behaviours, colour profile customers, and tailor messaging for a genuine connection.
• Elevate styling expertise by ensuring teams are well-versed in key creative directors, iconic pieces, and trend insights across all brands.
• Implement confidence-building programs to empower teams to engage with high-net-worth clients with ease and sophistication.
• Collaborate with brand ambassadors and external experts to provide quarterly inspiration sessions on evolving fashion landscapes.

Fashion Industry & Cultural Awareness

• Keep the team informed about global fashion moments, from the Met Gala to Fashion Weeks and regional industry events.
• Educate on luxury fashion history, the significance of brand storytelling, and key industry figures like Anna Wintour.
• Inspire a mindset of continuous learning, encouraging self-education and awareness of evolving trends and cultural influences.