Retail Customer Excellence Lead

The On mission: to ignite the human spirit through movement. Inspired by athletes and driven by Swiss engineering, we create performance footwear and apparel that is loved by millions of people in over 60 Countries. Our Retail experience is a critical embodiment of our Brand. It’s where our community can physically touch, feel and experience the innovation and design that drives us.

We are looking for a Retail Customer Excellence Leader, to act as the voice of the customers on the development of our Premium customer experience across all our Retail stores WW.

The Retail Customer Excellence Leader plays a key role in influencing how excellence is experienced by our customers - every store visit, every interaction. This role transforms customer feedback into actionable strategies, ensuring that data truly drives excellence and consistency in our Premium Retail network.

By overseeing and developing our feedback ecosystem — including Net Promoter Score (NPS), Mystery Shopping, Google Reviews and Store Visit Checklists — the role ensures a deep and precise understanding of the customer voice worldwide and the excellence of field execution. Beyond collecting insights, this position turns them into measurable improvement plans that empower Regional teams and elevate the Brand’s premium retail experience.

Blending analytical precision with emotional intelligence, the Retail Customer Excellence Leader acts as the link between numbers and human behavior — helping transform insights into inspiring actions that resonate with customers. Working cross-functionally with Strategy, Training, Excellence Processes and Marketing, this leader drives a culture of Customer and Retail Excellence, embedding continuous improvement, attention to detail and a Premium mindset at every level of the organization.

Ultimately, the mission is to ensure that every customer journey reflects the brand’s distinctive sense of authenticity, quality and care.

Your Responsibilities

1. Customer Analytics Excellence

• Lead the end-to-end management of results for Net Promoter Score (NPS), Mystery Shopping, Google Reviews programs across all markets.
• Act as a bridge between Retail Excellence and CRM initiatives, ensuring that qualitative feedback (e.g., NPS, Mystery Shopping) informs future CRM journeys and loyalty program design.
• Identify CRM key data points and behavioral triggers from in-store and digital touchpoints to build a unified customer view.
• Support the development of Loyalty and retention frameworks that strengthen long-term relationships and advocacy.
• Define KPIs and analytical models to measure retention performance (repeat visit rate, lifetime value, customer engagement).
• Contribute to the definition of personalization and segmentation strategies to ensure consistent, human-centered communication across channels.
• Ensure the consistency, quality and reliability of all customer data sources, creating a single source of truth for experience insights.
• Design analytical frameworks to translate raw feedback into clear business insights, actionable opportunities and measurable improvements.
• Identify behavioral trends and patterns across the retail customer journey, enabling predictive and preventive action plans to sustain premium service standards.
• Develop and share regular dashboards and storytelling reports for HQ and -Regional management, highlighting key success drivers and pain points.

2. Customer Journey Optimization

• Map and continuously refine the customer journey feedback, identifying friction points and excellence opportunities at each stage (Welcome, Service, Goodbye, Post-visit) to share with the Training team.
• Partner cross-functionally with Regional Retail Operations, Training and -Marketing to provide a clear picture of the actual customer satisfaction, co-creating journey enhancements aligned with the brand’s Premium vision.
• Translate insights into concrete in-store actions proposals to elevate the emotional aspects of the retail experience.
• Drive the implementation of experience excellence standards and ensure their adoption and consistency across all stores WW.
• Propose new potential programs or methodologies to improve the customer experience feedback.

3. Mystery Shopping Program Leadership

• Improve a best-in-class Mystery Shopping program, by monitoring the methodology physical implementation to stores’ performances, KPI design and scoring calibration.
• Align mystery evaluation criteria with the Brand’s premium retail standards and service expectations of the Store visits checklists.
• Conduct in-depth analysis of results, identify store-level performance gaps and support Regional and Central Retail stakeholders with improvement roadmaps.

4. Feedback Management & Continuous Improvement

• Own the Retail customer voice ecosystem — NPS surveys, Google Review and Regional-level feedback response processes ensuring timely, consistent and brand-aligned communication.
• Implement scalable and efficient workflows to improve customer response times, satisfaction and overall in-store customer journey.
• Establish feedback loops between Regions and HQ, ensuring local insights inform Global functions and vice versa.
• Collaborate with HQ Leaders to design Customer Experience improvement plans, ensuring accountability and measurable progress on key KPIs.

5. Excellence Mindset & Cross-functional Leadership

• Act as the internal Customer Experience Champion, promoting a premium and excellence-driven mindset across all functions.
• Inspire Regions on customer experience insights, empowering them to take ownership of results and celebrate progress.
• Contribute to global Retail Excellence projects focused on customer loyalty.