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.
The 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 network
What you will do:
Service strategy & programme ownership
Associate enablement & capability
Regional partnership & adoption
Performance & insight
Cross-functional collaboration
Consumer experience expertise
Programme delivery & execution
Data, insight & decision-making
Collaboration & ways of working
Behaviours based on our values
This 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
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 you
To 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 [email protected]. Choosing an alternative will not impact your application. For more information on how we process your personal data, please see our Privacy Notice.