Customer Experience & Retail Design Officer

About the role

The Customer Experience & Retail Design Officer will shape and safeguard the way customers interact with Lapaire across all markets. Based in Abidjan, you will ensure that every store delivers a consistent, high‑quality experience while driving engagement, conversion and satisfaction.

Key responsibilities

• Define, implement and continuously improve the customer experience strategy and journey across all touchpoints.
• Develop and enforce customer experience standards, service guidelines and visual merchandising rules.
• Identify pain points, lead improvement initiatives, and manage feedback, surveys and mystery‑shopping programs.
• Create measurement tools, KPIs and dashboards to monitor satisfaction and merchandising performance.
• Support new store openings and refurbishments with design and merchandising recommendations.
• Conduct audits, share best practices and train country teams on CX and visual standards.

Required profile

• Entrepreneurial mindset with a passion for improving people’s lives through better eyesight.
• Ability to work collaboratively in multicultural, young teams.
• Strong analytical orientation to translate feedback into actionable plans.

Required skills

What we offer

• Opportunity to join a fast‑growing pan‑African optical brand with over 100 stores.
• Dynamic work environment that encourages ideas, initiatives and personal growth.
• Exposure to multiple markets across East and West Africa.