CDI - Customer Experience & Education Manager KAMA

L'opportunité

As Customer Experience & Education Manager, you will define and elevate the brand’s global retail experience by combining training excellence, selling ceremony mastery, and spa expertise.

You will own the development and deployment of the brand’s education strategy, while ensuring a consistent, premium, and holistic customer journey across all touchpoints. This includes retail, clienteling, and spa environments, in line with Kama Ayurveda’s philosophy rooted in Ayurvedic traditions.

You will act as a key ambassador of the brand experience, driving both business performance and service excellence through impactful training, immersive rituals, and best-in-class customer engagement.

Ce que vous aurez à faire

Education Strategy & Content Development

• Define and implement a comprehensive global education strategy, covering products, brand heritage, Ayurveda principles, selling ceremony, and spa services.
• Develop and continuously update training materials (presentations, e-learning modules, guidelines) ensuring clarity, engagement, and consistency.
• Integrate spa protocols and treatment knowledge into all training content.

Training Delivery & Field Coaching

• Train and support local trainers and retail teams, ensuring high-quality and consistent knowledge transfer across markets.
• Provide ongoing coaching and field follow-up to guarantee excellence in execution and service standards.
• Upskill teams on selling ceremony techniques and customer engagement rituals.

Retail Experience & Selling Ceremony

• Define and elevate the end-to-end customer journey, from in-store experience to product storytelling and conversion.
• Ensure the implementation of a premium selling ceremony, aligned with the brand’s identity and values.
• Partner with Retail and Marketing teams to ensure consistent execution across all touchpoints.
• Design and support in-store brand activations, masterclasses, and product launches, ensuring a strong experiential dimension.

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Spa Experience & Protocol Excellence

• Lead the design and integration of spa treatments, protocols, and service rituals.
• Ensure all spa experiences reflect the brand’s holistic and Ayurvedic positioning.
• Collaborate with internal and external stakeholders to maintain high-quality execution and continuous improvement.

Cross-functional Collaboration

• Work closely with Marketing, Retail, Training, and Retail Design teams to ensure alignment and consistency.
• Contribute to the continuous improvement of tools, processes, and customer experience standards globally.

Nous serions ravis de vous rencontrer si vous avez

Experience:

• 8-10 years of experience in retail, customer experience, or training within the beauty industry.
• Strong exposure to retail operations and selling ceremony practices.
• Experience or knowledge in spa environments, treatments, and protocols is highly preferred.
• Background in skincare is a strong asset.

Languages:

• Fluent in English and French.

Skills & Competencies:

• Strong training and coaching capabilities.
• Excellent interpersonal and communication skills.
• Customer-centric mindset with a strong sense of service excellence.
• Ability to combine strategic thinking with hands-on execution.
• High level of autonomy, adaptability, and collaboration.

Ce que vous allez aimer chez nous