Global Store Customer Experience Manager

COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.

The Global Customer Experience Manager defines and delivers the global in-store service strategy, shaping how the brand is experienced by customers across all markets. Working across Retail, Brand and Operations, the role owns the design, performance and continuous evolution of the service programme—from defining service standards through to enabling consistent execution in-store. As the global owner of the customer experience, you will partner with regional teams to drive adoption, establish clear frameworks and embed service behaviours that elevate customer engagement, colleague confidence and commercial performance—ensuring a consistent, high-quality experience across the global retail network
What you will do:

Service strategy & programme ownership

• Own and evolve the global in-store service strategy and standards
• Translate brand and customer expectations into clear service behaviours
• Maintain a scalable, commercially relevant service programme

Associate enablement & capability

• Develop tools and content to support consistent service delivery
• Ensure content is clear, practical and relevant for store teams
• Maintain and update materials in line with business priorities

Regional partnership & adoption

• Partner with regional teams to drive adoption and execution
• Provide guidance and support to embed service standards
• Monitor adoption and address gaps through targeted actions

Performance & insight

• Define and track consumer experience KPIs
• Analyse NPS, feedback and performance data to identify improvements
• Translate insight into clear actions and recommendations

Cross-functional collaboration

• Align service strategy with Brand, Marketing and Operations priorities
• Ensure clear communication of service updates and standards
• Contribute to broader customer and retail experience initiatives

Consumer experience expertise

• Strong Retail understanding of in-store service and customer expectations
• Connects service performance to commercial outcomes
• Translates strategy into practical, store-ready execution

Programme delivery & execution

• Proven ability to design and deliver global programmes
• Highly organised, managing multiple workstreams effectively
• Takes ownership of delivery and quality standards

Data, insight & decision-making

• Confident using NPS, feedback and performance data
• Identifies trends and drives continuous improvement
• Uses insight to inform decisions and prioritisation

Collaboration & ways of working

• Builds strong relationships across global and regional teams
• Communicates clearly and adapts to different audiences
• Proactive and solutions-focused, comfortable with ambiguity
• Influences without authority to drive alignment and outcomes

Behaviours based on our values

• Delivery & Execution: Ability to produce high-quality, accurate work, prioritise effectively and meet deadlines. You should also be able to demonstrate resilience under pressure.
• Problem Solving & Judgment: Ability to analyse issues logically, use data and evidence to guide decisions & anticipate and address issues before they arise.
• Communication: Able to communicate clearly in writing and verbally, you should be able to explain technical or complex points simply and keep stakeholders informed and updated.
• Collaboration: Abiloity to work constructively with other colleagues, share knowledge and support teammates. You should also be openminded and accept feedback professionally.
• Adaptable & Curious: You should be able to adjust to changing priorities, learns new tools and processes quickly and show curiosity and self-development

This is a Permanent contract based at our Head Office in London.

If you feel this opportunity is exciting feel free to apply by sending in your CV in English as soon as possible. Due Due to data policies, we only accept applications through our career page.

We value collaboration and believe that great ideas thrive when we work closely together. Therefore, this role is primarily office-based, with3 days per week at the office to foster teamwork and engagement. 2 days per week, you’ll have the flexibility to work remotely.

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