At a Glance
- Tasks: Support clienteling and omni-selling programmes across EMEA, ensuring smooth operations and effective communication.
- Company: Join a leading fashion brand known for its commitment to customer experience.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Exciting role with potential for career advancement in a global company.
- Why this job: Be at the forefront of enhancing customer experiences in a dynamic retail environment.
- Qualifications: Strong organisational skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
The Customer Experience Coordinator plays a key operational role in supporting Michael Kors' clienteling, omni-selling and social clienteling programmes across EMEA. Reporting to the Director, Customer Experience & Omni Enablement, the role is responsible for the day-to-day execution, governance and performance tracking of clienteling activity across stores.
The role acts as a central point of coordination for clienteling tools, scripts, content, store communications and reporting, helping to ensure consistency, quality and timely execution across markets. The Coordinator supports store teams and field leaders by translating strategy into clear, practical materials, monitoring adoption and performance, and helping clienteling activity run smoothly and effectively.
KEY RESPONSIBILITIES:- Clienteling Operations & Tool Governance
- Manage the day-to-day operation of clienteling tools across EMEA, including Tulip Clienteling and WhatsApp Business.
- Upload and maintain scripts, messaging templates and assets, ensuring accuracy, brand consistency and readiness for localisation.
- Conduct regular WhatsApp and Tulip audits and spot checks to monitor quality, compliance and best-practice use.
- Act as the first point of contact for store and field teams on clienteling queries, issues and requests.
- Support the ongoing maintenance and refresh of the Client Experience Toolkit with the Field CX & Enablement Manager, keeping tools, content and best practices current, accessible and store-ready.
- Manage Google Local Posts for EMEA stores, ensuring content is accurate, timely, on-brand and aligned with key clienteling moments and campaigns.
- Coordinate the setup, delivery and tracking of clienteling-led sweepstakes and local activations, ensuring accuracy, compliance and clear communication for store teams.
- Social Clienteling & Store Content Coordination
- Coordinate the day-to-day activity of the Store Content Creator and Social Clienteling network.
- Collect, review and organise store-created content to ensure alignment with brand, CX and governance guidelines.
- Own the weekly Social Clienteling Recap, highlighting best practice, top-performing content and key learnings.
- Support the Director and Field Enablement Lead in scaling social clienteling through clear processes, timelines and communication.
- Clienteling Communications & Weekly Updates
- Produce and share the weekly Clienteling Update for stores and field leadership, covering:
- Key priorities and focus areas
- New scripts and assets
- Best practices and performance highlights
- Ensure communication is clear, concise and store-ready to reduce noise and support action.
- Performance Tracking, Reporting & Insights
- Run and maintain clienteling performance reporting, tracking KPIs including outreach, conversion, retention, virtual selling and influenced sales.
- Support qualitative reporting through Tulip insights, audits and store feedback.
- Prepare clear and accurate weekly, monthly and seasonal reporting for leadership, linking activity to commercial and CX outcomes.
- Identify patterns, risks and opportunities in the data, and share insights with the Director and CX leadership team.
- Campaign & Calendar Coordination
- Support clienteling campaigns and key moments by coordinating timelines, assets and uploads across tools.
- Maintain the EMEA Clienteling & Key Moments Calendar, aligned with global, regional and local initiatives.
- Work closely with CRM, Retail Marketing and Analytics teams to support campaign launches and post-campaign analysis.
- Enablement & Content Support
- Support the maintenance and ongoing update of clienteling training content, scripts and best-practice examples.
- Prepare presentations, briefs and summaries for seasonal launches, leadership updates and field meetings.
- Provide operational support for Experience Experts meetings, workshops and CX forums, including agendas, materials and follow-ups.
The Company is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.
Customer Experience Coordinator in London employer: FashionUnited Group
Michael Kors is an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation in the heart of EMEA. With a strong focus on employee growth, we provide comprehensive training and development opportunities, ensuring our team members are equipped to excel in their roles. Our inclusive culture values diversity and encourages creativity, making it a rewarding place for those passionate about enhancing customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Coordinator in London
✨Tip Number 1
Get to know the company inside out! Research Michael Kors and their customer experience initiatives. This will help you tailor your conversations and show that you're genuinely interested in the role.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 3
Prepare for the interview by practising common questions related to clienteling and customer experience. Use the STAR method to structure your answers and highlight your relevant skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Experience Coordinator in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with clienteling tools and customer experience. We want to see how your skills align with the role, so don’t hold back on showcasing relevant achievements!
Show Your Passion for Customer Experience:In your application, let us know why you’re excited about enhancing customer experiences. Share any personal stories or insights that demonstrate your commitment to delivering exceptional service – it really helps us get to know you!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out. Use bullet points if necessary to make it easy for us to read through your qualifications.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at FashionUnited Group
✨Know Your Clienteling Tools
Familiarise yourself with clienteling tools like Tulip Clienteling and WhatsApp Business. Be ready to discuss how you would manage these tools and ensure their effective use in enhancing customer experience.
✨Showcase Your Communication Skills
As a Customer Experience Coordinator, clear communication is key. Prepare examples of how you've effectively communicated strategies or updates in previous roles, especially in a retail or customer service context.
✨Understand Performance Metrics
Brush up on key performance indicators related to clienteling, such as outreach and conversion rates. Be prepared to discuss how you would track and report on these metrics to drive improvements.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential challenges in clienteling operations and how you would address them, demonstrating your proactive approach.
