Role Overview
The Customer Experience & Styling Lead will be responsible for delivering an exceptional end-to-end in-store customer journey while ensuring premium customer engagement, styling consultation, and elevated store experience standards. The role requires a customer-centric professional with strong styling capabilities, leadership qualities, and a keen eye for detail.
Key Responsibilities:
Customer Experience & Engagement
· Own and elevate the end-to-end in-store customer journey.
· Design and manage the customer experience flow from welcome to follow-up.
· Ensure warm, personalized, and consistent customer interactions across all team members.
· Drive meaningful engagement by understanding customer needs, occasions, and preferences.
· Build long-term relationships with high-value and repeat customers.
· Handle customer escalations with empathy and solution-oriented thinking.
· Partner with the Store Manager to improve conversion rates and basket size through enhanced engagement.
Styling & Consultation
· Lead personalized styling consultations aligned with customer personality, occasion, and budget.
· Train and mentor team members on styling techniques, product storytelling, and upselling.
· Conduct role plays and shadowing sessions to improve customer handling skills.
· Ensure every customer receives a curated and thoughtful styling experience.
· Stay updated on market trends, occasions, and customer buying behavior.
Store Ambience & Experience Standards
· Ensure the store environment aligns with premium brand standards.
· Monitor visual merchandising, lighting, music, fragrance, and cleanliness.
· Conduct regular audits to maintain a premium and consistent customer experience.
· Collaborate with VM and marketing teams to implement campaigns and in-store storytelling.
Key Deliverables / KPIs
· Conversion Rate (Walk-ins to Sales)
· Repeat Customer Ratio / Client Retention
· Styling-led Sales Contribution
· Mystery Audit Scores / Experience Audits
Pay: ₹700,000.00 - ₹950,000.00 per year
Work Location: In person
