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About the Role
The Global Customer Experience Manager defines and delivers the global in-store service strategy, shaping how the brand is experienced by customers across all markets. This role owns the design, performance, and continuous evolution of the service program, ensuring consistent, high-quality customer experiences globally.
Responsibilities
- Own and evolve the global in-store service strategy and standards.
- Translate brand and customer expectations into clear service behaviors.
- Maintain a scalable, commercially relevant service program.
- Develop tools and content to support consistent service delivery.
- Ensure content is clear, practical, and relevant for store teams.
- Maintain and update materials in line with business priorities.
- Partner with regional teams to drive adoption and execution.
- Provide guidance and support to embed service standards.
- Monitor adoption and address gaps through targeted actions.
- Define and track consumer experience KPIs.
- Analyze NPS, feedback, and performance data to identify improvements.
- Translate insight into clear actions and recommendations.
- Align service strategy with Brand, Marketing, and Operations priorities.
- Ensure clear communication of service updates and standards.
- Contribute to broader customer and retail experience initiatives.
Requirements
- Strong Retail understanding of in-store service and customer expectations.
- Connects service performance to commercial outcomes.
- Translates strategy into practical, store-ready execution.
- Proven ability to design and deliver global programs.
- Highly organized, managing multiple workstreams effectively.
- Takes ownership of delivery and quality standards.
- Confident using NPS, feedback, and performance data.
- Identifies trends and drives continuous improvement.
- Uses insight to inform decisions and prioritization.
- Builds strong relationships across global and regional teams.
- Communicates clearly and adapts to different audiences.
- Proactive and solutions-focused, comfortable with ambiguity.
- Influences without authority to drive alignment and outcomes.
- Ability to produce high-quality, accurate work, prioritize effectively and meet deadlines.
- Demonstrates resilience under pressure.
- Ability to analyze issues logically, use data and evidence to guide decisions & anticipate and address issues before they arise.
- Able to communicate clearly in writing and verbally, explain technical or complex points simply and keep stakeholders informed and updated.
- Ability to work constructively with other colleagues, share knowledge and support teammates.
- Open-minded and accept feedback professionally.
- Ability to adjust to changing priorities, learn new tools and processes quickly and show curiosity and self-development.
- Send in CV in English.
Skills
- Consumer experience expertise
- Program delivery & execution
- Data, insight & decision-making
- Collaboration & ways of working
Location
- London
Work Type
- Permanent
- Hybrid
Benefits
- Attractive benefits
- Broad development opportunities
- Staff discount usable on all H&M Group brands in stores and online
- Included in H&M Incentive Program – HIP
- Up to 25 days holiday
- Annual health checks
- Pension scheme
- Discounts on various activities and financial/lifestyle products via our benefits hub
- Cycle to work scheme
- Discounted gym membership
- Employee assistance via retail trust
- Private health & dental care
About the Company
- COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design.
- The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.
- Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, our strong values, and opportunities for growth.
- But most of all, it’s our people who make us who we are.
Equal Opportunity
- We are committed to a recruitment process that is fair, equitable, and based on competency.