Req ID:  547

Queenstown, New Zealand

Date:  02-Aug-2022

Customer Experience Manager

Job Description

Reports to General Manager, Queenstown. The Customer Experience Manager is responsible for leading customer experience strategy and take responsibility for planning, developing, and managing portfolio of sales activities and reinforces the service qualities and behaviors to create a memorable shopping experience for our customers.

The Customer Experience Manager shapes the end-to-end experience of the store to drive conversion across key stages of customer journey, manage customer experience and service to deepen relationships. It is an excellent opportunity for a strong marketer passionate about customer experience and client management, with a strong drive and desire to lead at both strategic and operational level. Understanding of a competitive environment, customer needs and the ability to work creatively and lead with strategic goals are essential to be successful in this role.


Customer Experience

  • Ownership of the local experience calendar, leveraging it to support overall store and marketing strategy.
  • Execute approved customer experiences, report results to all relevant business partners.
  • Build meaningful relationships with local partners, leverage resources and creativity to create exceptional experiences.

Customer Events & Activities

  • Developing all-inclusive customer events, to drive customer conversion rates across all stages of engagement.
  • Managing the budget for Customer Experience events and customer focused activities, ensuring effective use of resources and appropriate allocation in line with overall store Marketing priorities

Team & Service Management

  • Lead and motivate the Concierge team to provide luxury shopping experience and personal services to DFS clientele
  • Provide effective team supervision through open communication, training, coaching and active encouragement of each teammate to meet or exceed sales and targets, while role modeling desired behaviors

Key Requirements

  • Bachelor’s degree in Marketing and/or any business-related course
  • Minimum five years’ experience in Marketing, Retail Operations, Client Management, or similar experience required
  • Experience in luxury goods a plus.
  • Excellent presentation and communication skills. Fluency in English verbal and written skills and bilingual language skills in Mandarin, Japanese or Korean desirable.
  • Strong interpersonal skills with a special sensitivity to working in a multi-cultural environment
  • Passion for service and building an exceptional customer experience
  • Flexible in work schedule to meet business needs.
  • Ability to adapt quickly in a fast paced, high pressure environment.
  • Self-starter who can work with limited supervision.
  • Learns on the fly, is a problem solver.
  • Strong written and verbal communication skills.

The role is based in T Galleria, Queenstown. Internal and International travel maybe required to attend meetings or to support business initiatives and projects implementation

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law.