Experience Manager

Experience Manager - Retail

Discover Rennaï, the beauty and modern self-care destination of the future.

At Rennaï, we are dedicated to helping individuals achieve well-being through 360° self-care in a highly accessible setting. Inspired by the French word Renaissance, meaning rebirth and renewal, we are committed to empower individuals on their journey towards self-care, self-love, and self-discovery.

Our range of carefully curated beauty products from around the world is complemented by personalized self-care services, including consultations with beauty, nutrition, and wellness experts. We offer a variety of services to nourish the mind, body, and soul, providing everything you need to feel your best, both inside and out.

Position Overview

We are seeking a dynamic and creative Experience Manager to join our team at a prestigious luxury beauty retailer.

The successful candidate will be an exceptional communicator with outstanding customer service and interpersonal skills, entrusted with creating memorable self-care moments for our clientele by curating engaging in-store experiences.

Reporting to the General Manager, the Experience Manager will manage a team of dedicated store employees.

This position includes a comprehensive benefits package.

Responsibilities

Customer Experience

• Develop and implement strategies to elevate the level of customer service by creating a personalized, professional, and memorable customer-centric culture in store.
• Address customer feedback and concerns promptly, ensuring resolutions that exceed expectations and foster customer loyalty.
  
  

Service Planning and Execution

• Conceptualize, plan, and execute innovative and engaging services within the stores to enhance the customer experience and drive sales.
• Manage service booking platform, budgets, timelines, logistics, and vendor relationships to ensure flawless execution and cost efficiency.
  
  

Brand Partnerships and Collaborations

• Cultivate trusted relationships with brand partners, both existing and potential, to enhance collaboration opportunities for memorable services.
• Collaborate with brand partners on exclusive services, experiential activities, joint marketing initiatives, and product knowledge training around exceptional customer service, self-care services, and techniques in alignment with brand ethos.
  
  

Staff Training and Development

• Conduct regular training sessions for the sales/services team on product knowledge, service standards, and protocols within fragrance, makeup, skincare, and nails.
• Provide ongoing coaching, mentorship, and feedback to motivate and enhance the team’s sales and service skills, ensuring consistent delivery of exceptional experiences.
• Identify and support the career development of team members, fostering a culture of trust, continuous learning, and professional growth.
  
  

Sales and Performance Analysis

• Analyze sales performance and customer feedback data to identify opportunities for improvement and optimize service strategies.
• Develop and implement key performance indicators (KPIs) to measure the success and impact of events and customer service initiatives.
• Prepare comprehensive reports and presentations for senior management, highlighting event outcomes, customer satisfaction, and sales trends.
  
  

Skills And Experience You Will Need

• Proven experience (7+ years) in a service-oriented role in luxury retail, preferably beauty.
• Exceptional customer service skills with a passion for delivering memorable experiences.
• Solid service planning and execution abilities, with a creative and innovative mindset.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively with brand partners, vendors, and cross-functional teams.
• Demonstrated leadership and effective coaching abilities, with experience in training teams.
• Exceptional organizational and project management skills, with the ability to multitask and meet deadlines.
• Proficiency in using technology and software for service booking management, customer relationship management (CRM), and data analysis.
• Flexibility to work evenings, weekends, and holidays as required by event schedules.
  
  

BONUS POINTS IF YOU

• Have a degree or equivalent experience in a relevant field.
• Have knowledge of luxury beauty brands, industry trends, and customer preferences.
• Are a self-care and wellness ambassador.
  
  

Join our dynamic team and be part of a luxurious beauty experience that empowers individuals to embrace their uniqueness. Together, let’s create an inspiring space where beauty and confidence flourish, making a lasting impact on our customers’ lives.