Loewe Customer Experience Team Leader
- Employment
- Full-Time
- Seniority
- Supervisor
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Aug 20, 2026
About Loewe
Founded in Madrid in 1846, Loewe is one of the world’s most distinguished luxury houses, celebrated for its Spanish heritage, exceptional leather craftsmanship, and contemporary creative vision. As an employer, the House offers a refined environment where artisanship, innovation, and cultural curiosity shape every discipline, from design and ateliers to retail, merchandising, and corporate functions. Loewe seeks individuals who combine precision with imagination, and who are inspired by beauty, materials, and meaningful human connection. With an international presence and the support of the LVMH group, Loewe provides opportunities for growth within a culture that values excellence, authenticity, collaboration, and respect for craft.
LOEWE Customer Experience Team Leader position in Beijing. Lead service excellence, team development, and operations for luxury retail.
Role & Responsibilities
- Drive customer satisfaction across all service touchpoints through personalized service delivery and proactive relationship management
- Implement and maintain consistent service standards throughout the store, ensuring unified execution across the customer advisory team
- Manage escalated customer issues and lead service recovery efforts as the primary escalation point
- Coach customer advisors in sales techniques, product expertise, and customer relationship management
- Observe team performance in real-world settings and provide actionable coaching recommendations to enhance capabilities
- Support onboarding and continuous professional development training programs for the customer experience team
- Monitor and analyze customer experience metrics to identify optimization opportunities in service delivery
- Collaborate with store management to synchronize customer insights, plan strategic responses, and provide support during peak business periods
- Facilitate the rollout of new tools, processes, and projects that enhance customer experience
- Track key customer experience indicators, analyze data trends, and provide insights to inform business strategy
- Leverage CRM systems to identify customer needs and uncover opportunities for personalized customer interactions
- Consolidate frontline feedback and service incidents for management reporting
- Coordinate cross-functionally with operations, visual merchandising, and training teams to deliver seamless customer experiences
- Share customer insights with relevant departments to drive continuous service improvement
- Support store management in executing store events and VIP customer initiatives
- Achieve and exceed sales targets through expert product consultation and high-end merchandise sales
- Proactively develop new customer relationships through networking, themed events, and strategic initiatives
- Apply business acumen to client management, develop strategic recommendations, and drive sales performance
Qualifications
- Proven experience in luxury retail or hospitality customer experience management
- Strong capability in team coaching and developing customer-facing professionals
- Demonstrated ability to analyze customer data and translate insights into actionable improvements
- Exceptional interpersonal and communication skills
- Ability to manage escalated customer situations with professionalism and finesse
Skills
Experience
Background in luxury retail or hospitality environments with proven experience managing customer experience initiatives, team development, and sales performance. Demonstrated track record of driving customer satisfaction, coaching advisory teams, and collaborating with store operations to optimize service delivery.
Education
High school diploma or equivalent; post-secondary education in business, hospitality, or related field preferred.
Workplace
This position is based in Beijing, Beijing, China.
Culture
Loewe fosters a refined, craft-led workplace culture where heritage, creativity, and innovation are deeply intertwined. As an employer, the house values artistic curiosity, meticulous attention to detail, and collaboration across disciplines, offering an environment where teams contribute to a contemporary vision of luxury rooted in Spanish savoir-faire.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Loewe, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Experience Supervisor», «Guest Experience Leader», «Service Operations Manager», «Client Relations Supervisor», «Retail Experience Coach», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.