WHO WE ARE

Let Our Journeys Enrich Life

Carry essentials exist to make movement a worry-free experience, allowing us to focus on the bigger picture of our journeys. Today's industry brands are exhibiting a growing disconnection from the deeper purpose of movement, seen in standard-fare products that neither challenge norms nor present new solutions that facilitate better mobility.

LOJEL is about refocusing on how people move, but more importantly, why: connection. Putting the purpose of our journeys at the forefront of the discussion opens up opportunities for innovation. This process of discovery is what lets us empower people to move better and focus on what truly matters.

Our mission is to spark the human connections that make the world a better place—by empowering people’s journeys with thoughtful carry essentials for travel and everyday movement. We are Driven By Diversity, Intentional By Design and Purposely Positive—core values upholding our ultimate goal to inspire movement within communities and across the globe.

LOJEL is an international carry essentials brand—founded in Japan in 1989, currently headquartered in Hong Kong with teams in North America, Europe, and the Asia Pacific—and is sold in 15 territories across the globe.

SUSTAINABILITY AT LOJEL

At LOJEL, we're committed to driving positive change. We recognize the challenges our world faces, particularly with the looming climate crisis. The future is uncertain, and as a forward-thinking brand, we're dedicated to taking action.

Sustainability is at the core of our mission. By 2026, we aim to achieve B Corp certification, becoming climate neutral, and ensuring that 50% of our products are crafted from recycled or sustainable materials. To achieve these goals, we're building a team that's ready to take on this challenge head-on. Join us in making a meaningful impact on our planet while embracing a rewarding career at LOJEL.

THE ROLE

The Retail Experience Director is a strategic partner responsible for shaping the brand’s retail experience vision, customer journey, and experiential store concepts across global retail touch points. This role bridges brand storytelling, customer experience, and physical retail spaces, ensuring all stores, pop-ups, and retail activations deliver immersive, differentiated brand experiences.

As a senior strategic consultant, this role works closely with the:

• Head of Retail Construction & Design (to ensure experiential strategies translate into execution)
• Customer Experience Lead (to align in-store engagement with broader CX initiatives)
• Brand Experience Team (to integrate brand storytelling into retail spaces)
• Retail Operations (to ensure store teams bring experience elements to life effectively)

The focus is on creating a scalable, innovative retail framework, defining customer journeys, storytelling moments, and experience-driven retail strategies—all while ensuring seamless execution by the in-house teams.

KEY RESPONSIBILITIES

1. Define the Global Retail Experience Strategy

• Develop a cohesive global retail experience framework that brings the brand to life in physical spaces.
• Create customer journey maps, ensuring every touchpoint in-store enhances engagement, discovery, and loyalty.
• Balance global brand consistency with localized adaptability, ensuring retail formats resonate across markets.
• Ensure physical retail is seamlessly integrated with digital/omnichannel strategies (e.g., online-to-offline engagement, interactive displays).

2. Customer-Centric Retail Innovation & Experience Mapping

• Lead customer journey mapping, identifying key engagement points, product interaction zones, and service touchpoints.
• Define store experiences that blend product storytelling, service design, and experiential elements.
• Research and introduce innovative retail concepts, including interactive displays, sensorial environments, and tech-driven experiences.
• Collaborate with the Customer Experience Lead to ensure retail environments enhance overall brand CX metrics (dwell time, engagement, repeat visits).

3. Develop Future Retail Concepts & Store Formats

• Pilot and test innovative retail models—e.g., community-driven hubs, experience-first flagships, hybrid showroom models.
• Work with Retail Operations & Brand Experience to prototype new formats before scaling globally.
• Ensure stores are designed for customer engagement, storytelling, and emotional connection—not just sales.
• Define guidelines for pop-ups, event activations, and temporary brand spaces, ensuring each delivers a memorable, brand-led experience.

4. Partner with Retail Design, CX, and Brand Teams for Seamless Execution

• Work alongside the Head of Retail Construction & Design to ensure retail experiences translate effectively into store build-outs.
• Partner with Retail Operations to develop service models, staff training, and in-store engagement programs.
• Align with Brand Experience & Marketing teams to ensure in-store activations reflect brand storytelling and campaigns.

5. Measure & Optimize Retail Experience Performance

• Define KPIs for in-store experience success, including dwell time, customer engagement, conversion uplift, and brand affinity metrics.
• Conduct store visits, customer feedback analysis, and market benchmarking to refine retail strategies.
• Collaborate with Customer Experience & Retail Operations to ensure data-driven refinements in retail execution.

QUALIFICATIONS

• 10+ years in retail experience strategy, experiential design, or customer engagement-focused roles.
• Proven track record of developing experiential store concepts for global brands.
• Expertise in customer journey mapping, retail storytelling, and immersive retail design.
• Strong background in experiential marketing, digital integration in physical spaces, and sensory retail experiences.
• Ability to work cross-functionally across design, CX, retail operations, and brand teams.
• Experience in piloting new retail models, pop-ups, and engagement-driven store formats.

WHAT YOU'LL GET

• Competitive remuneration
• 20 Annual Leave Days
• Additional leaves including maternity, paternity, dental, marriage, childcare & adoption leaves
• Medical and Dental Insurance
• LOJEL friends & family discount year-round

& much more…

**Our company is a signatory to the Racial Diversity and Inclusion charter for Employers of the Equal Opportunities Commission.**

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.