At a Glance
- Tasks: Lead the global in-store service strategy and enhance customer experiences across all markets.
- Company: Join COS, a brand known for luxury, quality, and innovative fashion.
- Benefits: Enjoy competitive salary, staff discounts, flexible working, and up to 25 days holiday.
- Other info: Collaborative culture with excellent growth opportunities and a focus on teamwork.
- Why this job: Shape how customers experience our brand and drive meaningful change in retail.
- Qualifications: Strong retail understanding and proven ability to design global programmes.
The predicted salary is between 56700 - 69300 £ per year.
- Global Store Customer Experience Manager
- Full-time
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.
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.
Working across Retail, Brand and Operations, the role owns the design, performance and continuous evolution of the service programme—from defining service standards through to enabling consistent execution in-store.
As the global owner of the customer experience, you will partner with regional teams to drive adoption, establish clear frameworks and embed service behaviours that elevate customer engagement, colleague confidence and commercial performance—ensuring a consistent, high-quality experience across the global retail network
What you will do
- Service strategy & programme ownership
- Own and evolve the global in-store service strategy and standards
- Translate brand and customer expectations into clear service behaviours
- Maintain a scalable, commercially relevant service programme
- 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
- Performance & insight
- Define and track consumer experience KPIs
- Analyse NPS, feedback and performance data to identify improvements
- Translate insight into clear actions and recommendations
- Cross-functional collaboration
- 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
- Consumer experience expertise
- 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 programmes
- Highly organised, 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 prioritisation
- Collaboration & ways of working
- 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
- Behaviours based on our values
- Delivery & Execution: Ability to produce high-quality, accurate work, prioritise effectively and meet deadlines. You should also be able to demonstrate resilience under pressure.
- Problem Solving & Judgment: Ability to analyse issues logically, use data and evidence to guide decisions & anticipate and address issues before they arise.
- Communication: Able to communicate clearly in writing and verbally, you should be able to explain technical or complex points simply and keep stakeholders informed and updated.
- Collaboration: Abiloity to work constructively with other colleagues, share knowledge and support teammates. You should also be openminded and accept feedback professionally.
- Adaptable & Curious: You should be able to adjust to changing priorities, learns new tools and processes quickly and show curiosity and self-development
Permanentcontract based at our Head Office in London.
We value collaboration and believe that great ideas thrive when we work closely together.
Therefore, this role is primarily office-based, with 3 days per week at the office to foster teamwork and engagement.
2 days per week, you’ll have the flexibility to work remotely.
WHY YOU’LL LOVE WORKING HERE
We offer all ouremployeesattractive benefits with broad development opportunities.
All our employees receive a staff discount usable on all our H&M Group brands in stores and online.
In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP.
You can read more about our H&M Incentive Program here.
- In addition to this UK- based colleagues also receive
- Up to 25days holiday
- Discounts on various activities and financial/lifestyle products via our benefits hub
- Cycle to work scheme
- Discounted gym membership
- Employeeassistancevia retail trust
- JOIN US
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’sour people who make us who we are.
We are committed to a recruitment process that is fair, equitable, and based on competency.
We therefore kindly ask youto notattach a cover letterinyour application.
To ensure we provide an insightful experience to our candidates, and we support their understanding of the role scope and responsibilities for this role, we use an online assessment method for skills-based recruitment with our recruitment processes.
You will need to complete it as part of the application and screening process.
Your responses will be scored by an assessment tool that applies predefined criteria set by H&M Group.
After completing the assessment, you will receive feedback with the score you obtained.
If you experience any difficulties or prefer an alternative assessment method, please contact recruitment_support@hm. com.
Choosing an alternative will not impact your application.
For more information on how we process your personal data, please see our Privacy Notice.
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Global Store Customer Experience Manager United Kingdom London employer: COS
COS is an exceptional employer that fosters a collaborative and innovative work culture, particularly in our vibrant London Head Office. As a Knitwear Buyer, you will not only have the opportunity to lead exciting product development but also benefit from continuous professional growth and mentorship within a supportive team environment. With a focus on creativity and commercial success, COS offers a unique platform for you to thrive in the fashion industry while enjoying a dynamic and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Global Store Customer Experience Manager United Kingdom London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at COS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like COS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Store Customer Experience Manager United Kingdom London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to COS:Your cover letter is your chance to shine! Tell us why you want to work at COS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at COS!
How to prepare for a job interview at COS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
