Job Purpose

The Manager, Brand Experience is responsible for leading the daily operations and service excellence delivery of interior surface products as a premium showroom environment. This role ensures that all customer interactions reflect the company’s brand positioning and professionalism. The incumbent will manage the frontline team, maintain showroom presentation standards, implement service protocols, and support brand storytelling initiatives aligned with premium retail expectations.

Key Responsibilities

• Oversee daily operations of the showroom.

• Ensure a refined, welcoming, and professional visitor journey.

• Maintain high standards of showroom presentation and ambience.

• Handle escalated customer matters professionally.

• Lead and supervise the Brand & Customer Relations team.

• Coach staff on service etiquette, grooming, and communication.

• Conduct on-the-job training and reinforce brand storytelling standards.

• Track KPIs such as visitor traffic and engagement quality.

• Prepare monthly performance reports for Management review.

• Ensure compliance with company policies and procedures.

Core Competencies

• Strong Service Orientation aligned with premium retail standards

• Leadership & Coaching Ability

• Commercial Awareness

• Communication & Influencing Skills

• Professional Presence & Brand Sensitivity

• Analytical & Organised Thinking

Qualifications & Experience

• Diploma or Degree in Business, Hospitality, Retail Management, Marketing, or related field preferred.

• 6 to 8 years of experience in premium retail, showroom management, hospitality, or customer experience leadership.

• Minimum 2–3 years of supervisory experience managing frontline teams.

• Experience in luxury or premium brand environments preferred.

• Strong command of English and Mandarin to engage diverse clientele.