Job Description
Job Mission:
The Experience Lead is responsible for elevating the client experience across all POS by integrating event strategy, service excellence, non-sales KPI governance, and specialist capability planning. The role ensures that brand image, client journey, and service standards are translated into measurable business impact, including talent attraction, retention, and premium brand positioning.
Key Responsibilities:
Event Management
Develop annual and mid-term event strategy aligned with brand positioning and commercial objectives
Plan a comprehensive event calendar that enhances brand equity and delivers premium client experience
Partner closely with Marketing to design and execute mega events (e.g., pop-ups, VIP workshops, hotel facials) that create differentiated client engagement
Pilot innovative event formats based on performance insights and evolving client expectations