Customer Experience & Retail Design Officer
At Lapaire, we transform people’s lives.
Because good eyesight is essential for living well and fulfilling your dreams, we have developed a unique concept: a service where the customer is at the heart of our project and quality, stylish products at fair, transparent prices.
Joining the Lapaire team is first and foremost joining an inspiring pan-African adventure that impacts the health and well-being of the people around us, and therefore their lives.
But it is also and above all :
- Serving our clients at best to improve their lives.
- Working and acting as an entrepreneur, contributing to the Lapaire project with ideas and initiatives.
- Participating in the expansion of a dynamic company by organizing and anticipating work efficiently.
- Learning every day to continue to grow and surpass yourself.
- Collaborating with young and multicultural teams while sharing your knowledge.
The Lapaire Group was created in 2018 in Kenya and already has over 100 Optical Shops and over 500 employees in Uganda, Tanzania, Ivory Coast, Burkina Faso, Mali, Benin, Togo, Morocco and Senegal.
Lapaire, See Beyond.
Customer Experience & Retail Design Officer
Reports to: Retail Marketing Manager
Location: Abidjan, Côte d’Ivoire
Employment : Full-time
General Description
The Customer Experience & Retail Design Officer is responsible for defining, implementing and monitoring customer experience and retail design standards across all Lapaire markets. The role ensures that every customer benefits from a consistent, high-quality experience and that all stores reflect Lapaire’s brand standards while maximizing engagement, conversion and customer satisfaction.
Responsibilities
1. Define and improve the customer experience strategy
- Map and continuously improve the customer journey across all touchpoints.
- Develop customer experience standards and service guidelines.
- Identify customer pain points and improvement opportunities.
- Lead customer experience initiatives that improve satisfaction and loyalty.
2. Manage customer feedback and satisfaction
- Develop customer satisfaction measurement tools and KPIs.
- Monitor customer feedback, complaints and satisfaction levels.
- Conduct customer surveys and experience assessments.
- Recommend corrective actions and improvement plans.
3. Develop and manage merchandising standards
- Define visual merchandising guidelines and in-store presentation standards.
- Ensure consistency of product displays and point-of-sale materials across all branches.
- Support branch openings and refurbishments with merchandising recommendations.
- Continuously optimize merchandising standards to improve conversion.
4. Measure performance and drive continuous improvement
- Conduct merchandising audits and customer experience reviews.
- Implement mystery shopping and quality assessment programs.
- Track customer experience and merchandising KPIs.
- Share best practices and improvement recommendations across markets.
5. Training and coordination
- Train country teams on customer experience and merchandising standards.
- Work closely with Operations to improve service delivery.
- Coordinate implementation of group-wide standards and initiatives.
Skills Required
Education & Experience
- Bachelor's degree in Marketing, Retail Management, Business Administration or related field.
- Minimum 5 years of experience in customer experience, merchandising, retail operations or marketing.
- Experience working in multi-site retail environments is an advantage.
- Professional fluency in both French and English (written & spoken) is mandatory. The role requires building briefs in both languages, and navigating a bilingual structure.
Technical Skills
- Customer journey mapping and customer experience management.
- Retail merchandising and visual presentation.
- Data analysis and performance reporting.
- Project management and process improvement.
Social Skills - What we value
- Strong customer-centric mindset.
- Excellent communication and training skills.
- Attention to detail and high standards of execution.
- Ability to influence teams without direct authority.
- Strong organizational and problem-solving skills.
- Comfortable working across multiple countries and cultures.
Please note that we intend to make contact with all of our applicants, but unfortunately high volumes of applications make this unrealistic. If you do not hear from us within two weeks, your application has not been successful on this occasion. This does not mean you will not be considered for future roles so please keep an eye on our job board and apply for positions that match your skills and experience.