Lead - Customer Experience & Capability - Retail

Reports to: Head of Offline / VP Retail

Team: 4 direct reports, 11 - 14 people in the vertical

Role Purpose:

Define what a good Traya consultation looks like, and make it true in every centre. The role sets the customer experience, capability, quality and ethical standards for the offline network, and is accountable for the retention and trust outcomes those standards produce. It is the independent voice on quality inside Offline: when revenue and the right outcome for the customer pull apart, this role decides.

Key responsibilities:

- Set the standard. Own the consultation standard, the in-centre experience blueprint and the ethical selling code, and keep them aligned with clinical protocols from the doctors team.

- Build capability at scale. Ensure every coach and centre Experience Lead is certified before consulting independently, and recertified on a fixed cycle. Make new-centre readiness a gate, not a formality.

- Run an independent quality system. Sponsor consultation audits, mystery shopping and mis-selling investigations, with authority to recommend retraining, decertification or exit.

- Own the customer journey. Hold CSAT/NPS, wait time, complaint resolution and early-stage retention for offline customers; fund and prioritise journey pilots.

- Close the loop with Operations. Agree a shared scorecard with the Head of Retail Operations and the three Regional Operations Heads so centre reviews cover quality alongside sales.

- Report to leadership. Give the VP Retail and founders a monthly read on experience, capability and ethical risk by region, with the decisions required.

- Lead the team. Hire, develop and performance-manage the four leads; build succession for each.

Success measures:

- Offline CSAT / NPS and complaint rate per 1,000 consultations

- Customer retention and treatment adherence at 3 and 6 months, by centre

- % of coaches certified and in-date; time from joining to certified

- Consultation quality score and mis-selling incidence, by region

- New centres reaching target quality score within the ramp window

Profile:

- 10+ years in retail, healthcare or consumer services, with at least 5 leading CX, quality or capability across a multi-city network of 50+ outlets

- Has run a consultative or advisory sales floor: wellness, clinics, diagnostics, eyewear, beauty, jewellery or financial services

- Built a certification or quality framework from scratch and held the line on it against sales pressure

- Comfortable with data: reads audit, NPS and retention numbers and turns them into decisions

- Credible peer to a strong operations head; influences without owning the centre line

- Graduate; MBA or equivalent preferred