In-Store Client Experience Manager

Job description

About us: A rail of vintage dresses. A London flat. Two best friends who wanted to build the brand they couldn't find. That was 2015. Today, RIXO is six stores across London, New York, and Ireland, known for original hand-painted prints, bias-cut silhouettes, and sizing up to a UK 26. We design for every woman, every occasion, every body. The pieces are meant to be worn, loved, and kept. Role overview: As a key member of the store management team, the Client Experience Manager is responsible for delivering exceptional and memorable in-store client journeys that embody the RIXO brand and philosophy of making every customer feel the best version of themselves. You are passionate about luxury retail, styling, and relationship-building, creating personalised experiences that foster long-term client loyalty and elevate every interaction. You lead by example on the shop floor, inspiring and coaching the team to deliver an elevated service experience through expert product knowledge, authentic styling advice, and meaningful client engagement. You create a culture where clientele is at the heart of everything the team does, ensuring every customer receives a warm, personalised, and seamless shopping experience. Alongside this, you support the Store Manager in the day-to-day running of the store, from team scheduling and performance to operational standards, stepping in to lead the store in their absence and ensuring the team stays focused, motivated, and commercially on track. Accountabilities and Responsibilities: Client Experience & Clientele Drive exceptional customer service at all times, supporting the Store Manager in ensuring customer service, profit, and strategic objectives are consistently met and exceeded. Lead and coach the team in delivering the RIXO Selling Ceremony, ensuring every customer receives a personalised, seamless, and memorable shopping experience from welcome through to styling, fitting, and aftercare. Drive a culture of clienteling by developing meaningful relationships with new and existing clients through personalised styling appointments, proactive outreach, CRM activity, and consistent follow-up. Train, coach, and develop the team to consistently deliver best-in-class service standards, ensuring selling behaviours align with the RIXO brand experience. Drive outstanding Mystery Shopper results by embedding service excellence, providing regular coaching, conducting service observations, and implementing action plans to continuously improve performance. Represent RIXO within the local community by hosting client events, VIP shopping experiences, styling appointments, and brand activations to grow the client base. Resolve customer concerns with empathy and professionalism, turning service recovery opportunities into long-term client loyalty. Leadership & People Development Inspire, coach, and develop the team to deliver exceptional customer experiences and commercial results. Drive commercial results through the team, using coaching, floor leadership, and clienteling activity to convert service excellence into sales performance, repeat business, and client spend. Create a positive, inclusive, and high-performing culture that encourages accountability, collaboration, and continuous learning. Support recruitment, onboarding, and succession planning to develop future retail leaders. Foster high employee engagement through open communication, coaching, and recognition of outstanding performance. Support the Store Manager in managing daily team operations, providing clear direction and regular constructive feedback. Contribute to the overall store management by taking on additional responsibilities as required. Ensure that goals and objectives, as agreed with the Store Manager are communicated effectively to the team. Assist the Store Manager in conducting performance reviews and ensure that training is provided to enhance team capabilities. About you: You have a passion for the RIXO brand, with a strong desire to contribute to the retail growth of the company 3–5 years' leadership experience within luxury or premium retail. Passionate about fashion, styling, and delivering exceptional client experiences. Proven experience developing client relationships and driving customer loyalty through CRM Experience managing payroll, scheduling, and retail operations. Excellent coaching, leadership, and people development skills. Highly organised with strong analytical and problem-solving abilities. Confident working in a fast-paced, high-volume retail environment. Excellent communication and relationship-building skills. Proficient in Microsoft Office and retail systems. Additional language skills are advantageous. Why RIXO? At RIXO, our people are at the heart of everything we do. We are an inclusive employer and are committed to creating an inspiring workplace where everyone feels respected, supported, able to thrive, feel valued, and grow with us. We welcome talent from all backgrounds and believe that diverse perspectives make us stronger, more creative, and more connected to our customers. We offer a competitive compensation and benefits package, including a competitive salary, commission and bonus structure, generous staff discount, uniform allowance, and a refer-a-friend scheme. Your wellbeing matters to us. Our benefits include a healthcare cash plan with SimplyHealth, access to mental health support, and a culture that genuinely supports balance and flexibility. Learning and development are central to life at RIXO. Through our internal L&D platform, you’ll have access to opportunities that help you grow your skills, develop your career, and progress within a fast-growing, entrepreneurial business.