At a Glance
- Tasks: Deliver exceptional in-store experiences and build lasting client relationships.
- Company: Join RIXO, a vibrant fashion brand known for its unique designs and inclusive culture.
- Benefits: Enjoy competitive pay, generous discounts, and a supportive work environment.
- Other info: Access to learning opportunities and a culture that prioritises wellbeing and flexibility.
- Why this job: Be part of a team that values creativity and personal growth in luxury retail.
- Qualifications: 3-5 years in luxury retail leadership with a passion for fashion and client experience.
The predicted salary is between 30000 - 40000 £ per year.
About us: A rail of vintage dresses. A London flat. Two best friends who wanted to build the brand they couldn't find. That was 2015. Today, RIXO is six stores across London, New York, and Ireland, known for original hand-painted prints, bias-cut silhouettes, and sizing up to a UK 26. We design for every woman, every occasion, every body. The pieces are meant to be worn, loved, and kept.
Role overview: As a key member of the store management team, the Client Experience Manager is responsible for delivering exceptional and memorable in-store client journeys that embody the RIXO brand and philosophy of making every customer feel the best version of themselves. You are passionate about luxury retail, styling, and relationship-building, creating personalised experiences that foster long-term client loyalty and elevate every interaction. You lead by example on the shop floor, inspiring and coaching the team to deliver an elevated service experience through expert product knowledge, authentic styling advice, and meaningful client engagement. You create a culture where clientele is at the heart of everything the team does, ensuring every customer receives a warm, personalised, and seamless shopping experience. Alongside this, you support the Store Manager in the day-to-day running of the store, from team scheduling and performance to operational standards, stepping in to lead the store in their absence and ensuring the team stays focused, motivated, and commercially on track.
Accountabilities and Responsibilities:
- Client Experience & Clientele
- Drive exceptional customer service at all times, supporting the Store Manager in ensuring customer service, profit, and strategic objectives are consistently met and exceeded.
- Lead and coach the team in delivering the RIXO Selling Ceremony, ensuring every customer receives a personalised, seamless, and memorable shopping experience from welcome through to styling, fitting, and aftercare.
- Drive a culture of clienteling by developing meaningful relationships with new and existing clients through personalised styling appointments, proactive outreach, CRM activity, and consistent follow-up.
- Train, coach, and develop the team to consistently deliver best-in-class service standards, ensuring selling behaviours align with the RIXO brand experience.
- Drive outstanding Mystery Shopper results by embedding service excellence, providing regular coaching, conducting service observations, and implementing action plans to continuously improve performance.
- Represent RIXO within the local community by hosting client events, VIP shopping experiences, styling appointments, and brand activations to grow the client base.
- Resolve customer concerns with empathy and professionalism, turning service recovery opportunities into long-term client loyalty.
- Leadership & People Development
- Inspire, coach, and develop the team to deliver exceptional customer experiences and commercial results.
- Drive commercial results through the team, using coaching, floor leadership, and clienteling activity to convert service excellence into sales performance, repeat business, and client spend.
- Create a positive, inclusive, and high-performing culture that encourages accountability, collaboration, and continuous learning.
- Support recruitment, onboarding, and succession planning to develop future retail leaders.
- Foster high employee engagement through open communication, coaching, and recognition of outstanding performance.
- Support the Store Manager in managing daily team operations, providing clear direction and regular constructive feedback.
- Contribute to the overall store management by taking on additional responsibilities as required.
- Ensure that goals and objectives, as agreed with the Store Manager are communicated effectively to the team.
- Assist the Store Manager in conducting performance reviews and ensure that training is provided to enhance team capabilities.
About you: You have a passion for the RIXO brand, with a strong desire to contribute to the retail growth of the company. 3–5 years' leadership experience within luxury or premium retail. Passionate about fashion, styling, and delivering exceptional client experiences. Proven experience developing client relationships and driving customer loyalty through CRM. Experience managing payroll, scheduling, and retail operations. Excellent coaching, leadership, and people development skills. Highly organised with strong analytical and problem-solving abilities. Confident working in a fast-paced, high-volume retail environment. Excellent communication and relationship-building skills. Proficient in Microsoft Office and retail systems. Additional language skills are advantageous.
Why RIXO? At RIXO, our people are at the heart of everything we do. We are an inclusive employer and are committed to creating an inspiring workplace where everyone feels respected, supported, able to thrive, feel valued, and grow with us. We welcome talent from all backgrounds and believe that diverse perspectives make us stronger, more creative, and more connected to our customers. We offer a competitive compensation and benefits package, including a competitive salary, commission and bonus structure, generous staff discount, uniform allowance, and a refer-a-friend scheme. Your wellbeing matters to us. Our benefits include a healthcare cash plan with SimplyHealth, access to mental health support, and a culture that genuinely supports balance and flexibility. Learning and development are central to life at RIXO. Through our internal L&D platform, you’ll have access to opportunities that help you grow your skills, develop your career, and progress within a fast-growing, entrepreneurial business.
In-Store Client Experience Manager in London employer: RIXO
RIXO is an exceptional employer that prioritises its people, fostering an inclusive and inspiring workplace where every team member can thrive. As a Flagship Store Manager in our vibrant London location, you'll benefit from a competitive salary, generous staff discounts, and a strong focus on personal development, all while leading a passionate team dedicated to delivering outstanding customer experiences. Join us to be part of a culture that values diversity, creativity, and work-life balance, making every day at RIXO meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land In-Store Client Experience Manager in London
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like RIXO, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like RIXO!
We think you need these skills to ace In-Store Client Experience Manager in London
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at RIXO, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at RIXO and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show RIXO that you’re ready to jump in and contribute right away!
How to prepare for a job interview at RIXO
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
