Customer Experience Manager

8 hours ago

Sydney, New South Wales, Australia Frontline Retail Melbourne Full time $104,000 - $130,878 per year
Customer Experience Manager - Luxury Bridal

Location: Rosebery

Salary: $80,000 + Commission + Bonus

About the Company

Step into the world of luxury bridal with one of the largest bridal houses in the world. With a global presence supplying over 100 wholesale stores and an in-house design team, this brand has quickly become a leader in the bridal industry. Their Rosebery flagship has been trading since March and is already making its mark with a premium service offering.

About the Role

We are seeking a polished and motivated Customer Experience Manager (CEM) to join the team in Rosebery. Working closely with the Store Manager and a second CEM, you'll lead from the floor, inspiring the team while shadowing stylists and helping to close sales. This is a high-touch, appointment-based environment (90 minutes per bride, up to 8 appointments at a time), requiring a balance of professionalism, warmth, and strong commercial focus.

This is an opportunity to make your mark in a growing brand while being part of a supportive leadership structure.

Responsibilities
  • Motivate, coach, and inspire a team of stylists to deliver a world-class bridal experience
  • Drive sales and support in closing appointments to exceed KPIs
  • Oversee the commercial running of the store, including staff scheduling (Deputy software)
  • Deliver and oversee ongoing staff training and development
  • Partner with the Store Manager to ensure flawless operations and customer flow
  • Lead by example with polished, professional client interactions
What We're Looking For

Non-Negotiables:

  • Polished, professional, and enthusiastic (but not over the top)
  • Strong background in luxury retail or customer service
  • Proven sales expertise - a true closer who thrives in a consultative sales environment
  • Confident, motivated, and able to work across a 7-day roster, including weekends

Nice to Haves:

  • Previous experience in bridal or formalwear
  • Strong understanding of appointment-based selling and clienteling
Benefits
  • $80,000 base + commission + bonus structure
  • Opportunity to work with a globally recognised bridal leader
  • Be part of a supportive, inspiring team culture with hands-on leadership
  • Develop your skills in luxury retail, sales coaching, and customer experience
  • Work in a beautiful Rosebery showroom with premium in-house designs
Interview Process

The recruitment process includes:

  1. Initial behavioural interview mins)
  2. Cognitive test (12 mins)
  3. Face-to-face interview with senior leadership
  4. In-store role play - styling experience with four gowns, demonstrating objection handling and elevated client service

If you're polished, sales-driven, and passionate about creating unforgettable bridal moments, this is your chance to join a world-class brand at an exciting stage of growth.

RECRUITER BIANCA MCMURRAY REFERENCE: 209323

To apply online, please click on the apply button.

Alternatively, for a confidential discussion, please contact Bianca McMurray on quoting the reference number above, or check out our website for other available positions.

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