Customer Experience Manager (Info desk, hosts & door - in store)

At Selfridges, we pride ourselves on delivering exceptional service that goes beyond expectations. We’re looking for a dynamic and customer-focused Customer Experience Manager to oversee and elevate the experience at our information desk and entry points, ensuring every customer feels welcomed, valued, and inspired from the moment they step through our doors.

Key Responsibilities:

Lead the team at our information desk and entrance areas to deliver a world-class welcome and service experience for all customers.

Serve as a visible ambassador for the Selfridges brand, ensuring a warm, approachable, and professional atmosphere.

Develop and implement strategies to continuously enhance customer engagement, with a focus on personalization and memorable first impressions.

Train, coach, and motivate the frontline team to embody our values and deliver exceptional service at every touchpoint.

Act as the primary point of escalation for customer queries, resolving issues with efficiency and empathy.

Collaborate closely with other departments to create seamless customer journeys, driving loyalty and satisfaction.

Analyze customer feedback and use insights to refine and improve the welcome and service experience.

What You’ll Bring:

A proven track record in a customer experience or service-focused leadership role, preferably in a luxury retail or hospitality environment.

Exceptional interpersonal and communication skills, with the ability to inspire and motivate a team.

A genuine passion for delivering outstanding customer experiences and creating meaningful connections.

Strong problem-solving skills and a proactive, solutions-oriented mindset.

Experience working in a fast-paced, customer-centric environment where attention to detail and adaptability are key.

This is a unique opportunity to shape how Selfridges welcomes and engages with its customers, setting the tone for an unparalleled shopping experience.

People Management:

Team Development:

• Foster a positive and inclusive work environment that encourages teamwork and collaboration.

• Identify skill gaps and provide necessary training to enhance team performance.

• Support career development by setting clear goals and providing opportunities for advancement.

Performance Management:

• Set clear performance expectations and regularly review individual and team performance.

• Address performance issues promptly and constructively.

• Recognize and reward high performance to maintain team motivation and morale.

• Recruitment and Onboarding:

• Participate in the recruitment process to attract and hire top talent.

• Oversee the onboarding process to ensure new team members are integrated smoothly and effectively.

• Provide ongoing support and guidance to new hires during their initial period.

This is a unique opportunity to shape how Selfridges welcomes and engages with its customers, setting the tone for an unparalleled shopping experience.