Senior Manager Retail Experience & Clienteling

Job Description

Alo is seeking a passionate and experienced Senior Manager of Retail Experience & Clienteling to elevate the customer journey across all in-store touchpoints. This role is responsible for developing and executing a global strategy to deliver an exceptional, end-to-end customer experience, driving sales growth, and fostering customer loyalty.

The Senior Manager will lead analytics and data management reporting, relay the Alo vision to retail teams, and bring forward local needs and feedback. They will collaborate with cross-functional teams to achieve deliverables in a service-centric retail environment.

Responsibilities:

• Define and execute a global strategy for customer experience.
• Develop and sustain customer journey maps.
• Monitor the effectiveness of direct-to-client communication.
• Drive the creation and adoption of training curriculum.
• Establish and monitor key performance indicators (KPIs) to track service quality globally.
• Build and implement clienteling journey and methods.
• Foster a culture of continuous improvement and a client-centric atmosphere.
• Partner with Retail Training to develop store training guides for all clienteling tools and systems.
• Drive sales KPIs and incremental sales growth.

Requirements:

• Bachelor’s degree in communications, marketing or related field.
• Proven experience in retail management, customer experience or CRM.
• Strong strategic acumen with an ability to lead change management.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with a passion for creating engaging content.

Alo Offers:

• Opportunity to lead and shape the retail customer experience globally.
• A collaborative and dynamic work environment.
• The chance to drive sales growth and customer loyalty.