Senior Executive - Offline Retail In-Store Experience

Position Overview

The Senior Executive - Offline Retail In-Store Experience is responsible for designing and driving exceptional in-store experiences across retail outlets. This role focuses on creating customer-centric store layouts, optimizing in-store touchpoints, and implementing innovative solutions to elevate customer satisfaction and engagement within the physical retail environment.

Key Responsibilities

1. Design In-Store Experience Framework

• Develop strategies to create seamless and engaging in-store customer journeys.
• Optimize store layouts, zoning, and touchpoints to enhance customer navigation and satisfaction.
• Collaborate with design teams and stakeholders to implement aesthetic and functional improvements aligned with brand identity.

2. Project Management for In-Store Enhancements

• Plan, manage, and execute in-store experience improvement projects, including pilot testing and full-scale rollouts.
• Oversee budgets, timelines, and resources to ensure projects are delivered on time and within scope.
• Work closely with vendors, contractors, and cross-functional teams to implement solutions effectively.

3. Customer Insight and Feedback Analysis

• Collect and analyze customer feedback to identify pain points and improvement opportunities in the in-store experience.
• Monitor and evaluate in-store KPIs, such as foot traffic, conversion rates, and customer satisfaction scores.
• Use insights to design data-driven initiatives that align with customer needs and business goals.

4. Collaboration and Training

• Partner with operations and sales teams to implement in-store experience programs.
• Provide training and support to store staff on delivering exceptional customer experiences.
• Act as a liaison between corporate teams and retail outlets to ensure alignment and consistency.

5. Innovation and Trend Adoption

• Stay updated on retail trends and customer behavior to introduce innovative in-store solutions.
• Benchmark best practices from global and local retail leaders to continuously improve store experiences.

Key Qualifications

• Education: Bachelor’s degree in Retail Management, Marketing, Interior Design, or related fields.
• Experience:
  • 3-5 years of experience in retail operations, customer experience, or project management within a physical retail environment.
  • Proven track record of designing and implementing successful in-store experience initiatives.
• Skills:
  • Strong project management and organizational skills.
  • Analytical mindset with experience in customer data analysis and reporting.
  • Excellent communication and stakeholder management skills.
  • Familiarity with retail design principles, merchandising, and technology-driven solutions.

Key Competencies

• Creative problem-solving with a focus on customer-centric solutions.
• Strong collaboration skills to work effectively across multiple teams and departments.
• Attention to detail in designing and executing in-store layouts and experiences.
• Ability to adapt to changing retail trends and consumer preferences.

Reporting Structure

• Reports to: Customer Experience Manager or Retail Operations Manager.
• Works closely with: Store Managers, Marketing Teams, and Merchandising Teams.

Benefits

• Competitive salary and performance-based incentives.
• Opportunities for career advancement and professional development in retail and customer experience.

Work in a dynamic and collaborative environment, driving innovation in offline retail.