Experience Lead

Job Mission:

The Experience Lead is responsible for elevating the client experience across all POS by integrating event strategy, service excellence, non-sales KPI governance, and specialist capability planning. The role ensures that brand image, client journey, and service standards are translated into measurable business impact, including talent attraction, retention, and premium brand positioning.

Key Responsibilities:

Event Management

• Develop annual and mid-term event strategy aligned with brand positioning and commercial objectives

• Plan a comprehensive event calendar that enhances brand equity and delivers premium client experience

• Partner closely with Marketing to design and execute mega events (e.g., pop-ups, VIP workshops, hotel facials) that create differentiated client engagement

• Pilot innovative event formats based on performance insights and evolving client expectations

• Ensure event concepts balance brand elevation with measurable commercial return

Event Analysis & Performance Insight

• Analyze event performance metrics including new client recruitment, sales uplift, reservation rate, attendance rate, media buzz, and client feedback

• Evaluate effectiveness by event type to determine optimal formats for specific objectives (e.g., recruitment-focused vs. loyalty-driven events)

• Measure ROI and long-term client value contribution from events

• Provide structured performance reports and actionable insights to Commercial leadership on a regular basis

• Leverage performance insights to optimize resource allocation and enhance operational effectiveness across POS

Service Management & KPI Governance

• Define and implement service KPIs aligned with premium brand standards and client satisfaction objectives

• Monitor POS and BA service performance using structured reporting from Analysis Manager

• Evaluate service effectiveness including consultation quality, service conversion, and client retention impact

• Collaborate with CX and L&D to refine existing services and develop new service modules

• Ensure service excellence drives both experiential differentiation and productivity enhancement.

Partner with CX to shape and drive the overall client experience strategy

• Partner with CX and Marketing to continuously evolve the client journey across touchpoints (pre-visit, in-store, post-visit)

• Identify new experiential opportunities that strengthen emotional engagement and brand loyalty

• Align experiential initiatives with overall Commercial and POS strategy

• Integrate feedback loops from events and services into journey optimization

• Drive consistency of experience across all POS

Non-Sales KPI Target Setting & Management

• Coordinate with CX and Commercial Controller to define non-sales KPIs related to client experience (e.g., recruitment rate, service attachment, NPS, retention).

• Cascade KPI targets to POS and ensure clear accountability structure.

• Track performance using monthly reports and share progress with key stakeholders.

• Develop corrective action plans for underperforming POS.

• Work with Retail Operations to support accurate incentive calculation tied to non-sales KPIs.

Specialist & Expert Planning and Development

• Develop annual and mid/long-term specialist and expert deployment plan aligned with Commercial and POS strategy

• Identify specialist requirements based on POS expansion, renovation, and category focus in collaboration with Accounts Management

• Coordinate with L&D on specialist capability development, calibration standards, and performance evaluation

• Optimize specialist allocation to maximize experience impact and productivity

• Ensure specialist structure supports premium positioning and high-tier client engagement

Key Performance Indicators

• New Client Recruitment via Events

• Event ROI & Sales Uplift

• Service KPI Achievement Rate

• Non-Sales KPI Achievement (Recruitment, Retention, NPS)

• Specialist Productivity & Utilization Rate

• Brand Experience Consistency Score

Role Specification / Core Competencies

• Strong understanding of luxury client experience and premium service standards

• Analytical capability to link experience initiatives with financial performance

• Event strategy and ROI management expertise

• Deep understanding of fast-moving-retail business

• Cross-functional collaboration and stakeholder alignment

• Structured KPI governance and performance monitoring

• Strong communication and execution discipline

Academic / Professional Experience·

Basic requirement

• Bachelor’s degree in Business Administration, Consumer Behavior, Economics, Statistics or a closely related field

• Minimum 10 years of progressive work experience in CX-related role in sizable multinational organizations

Preferred

• Experience in consumer goods, retail or luxury industry

• Experience in POS management

• Experience in planning and executing large-scale commercial events

• Strong data analytics capabilities

• Solid understanding of department store retail operations

Key Interactions / Stakeholders

• Retail team

• CX team

• Marketing team

• Retailers (department stores)