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.
Location: Chandigarh
Reporting To: Store Manager
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
Key Skills & Competencies
- Strong customer-centric mindset with a premium service orientation
- Excellent interpersonal and communication skills
- High aesthetic sense and styling capability
- Travel experience across countries for sharing broader perspectives with customers
- Attention to detail and experience design thinking
- Strong problem-solving and conflict resolution ability
Pay: ₹400,000.00 - ₹650,000.00 per year
Work Location: In person
