Global Customer Experience Manager

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.Job DescriptionThe 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 networkWhat you will do:Service strategy & programme ownershipOwn and evolve the global in-store service strategy and standardsTranslate brand and customer expectations into clear service behavioursMaintain a scalable, commercially relevant service programmeAssociate enablement & capabilityDevelop tools and content to support consistent service deliveryEnsure content is clear, practical and relevant for store teamsMaintain and update materials in line with business prioritiesRegional partnership & adoptionPartner with regional teams to drive adoption and executionProvide guidance and support to embed service standardsMonitor adoption and address gaps through targeted actionsPerformance & insightDefine and track consumer experience KPIsAnalyse NPS, feedback and performance data to identify improvementsTranslate insight into clear actions and recommendationsCross-functional collaborationAlign service strategy with Brand, Marketing and Operations prioritiesEnsure clear communication of service updates and standardsContribute to broader customer and retail experience initiativesQualificationsConsumer experience expertiseStrong Retail understanding of in-store service and customer expectationsConnects service performance to commercial outcomesTranslates strategy into practical, store-ready executionProgramme delivery & executionProven ability to design and deliver global programmesHighly organised, managing multiple workstreams effectivelyTakes ownership of delivery and quality standardsData, insight & decision-makingConfident using NPS, feedback and performance dataIdentifies trends and drives continuous improvementUses insight to inform decisions and prioritisationCollaboration & ways of workingBuilds strong relationships across global and regional teamsCommunicates clearly and adapts to different audiencesProactive and solutions-focused, comfortable with ambiguityInfluences without authority to drive alignment and outcomesBehaviours based on our valuesDelivery & 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-developmentAdditional InformationThis is a Permanent contract based at our Head Office in London.If you feel this opportunity is exciting feel free to apply by sending in your CV in English as soon as possible. Due Due to data policies, we only accept applications through our career page.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 our employees attractive 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 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 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’s our 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 you to not attach a cover letter in your application. We look forward to hearing from youTo 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.