Specialist/retail Customer Experience

Description:

• Design retail customer Journey (As is & To Be) by engaging the retail team and considering customer feedback
• Analyse customers experience data to highlight opportunities and formulate action plans.
• Oversee the customer experience recovery process, identifying gaps and proactively mitigating potential risks.
• Regularly monitor customer satisfaction metrics across all retail touchpoints and implement necessary actions to uphold a robust score.
• Lead customer experience projects in conjunction with other stakeholders and vendors, providing timely updates on project challenges, opportunities, and progress to senior management.
• Conduct stress tests on retail digital enablers, gather feedback from customers and staff, and offer recommendations to enhance performance across various parameters including experience, sales, operational efficiency, and cost.
• Liaise with IT developers and production, marketing, and sales teams to enhance customer services and bolster brand awareness.
• Proactively identify customer needs and implement measures to ensure their positive experiences are maintained.
• Spearhead the retail development team to provide comprehensive knowledge, customer experience, and system hands-on training to all retail store personnel.
• Use governance tools and periodic knowledge tests to measure staff knowledge performance.
• Create tactical training to stimulate sales, leveraging best practices of top achievers and advanced market sales techniques.
• Align training topics and schedule with business needs and sales seasonality.
• Monitor retail team satisfaction regarding on-the-job training in terms of delivery, content, and timing.
• Produce detailed training and trainers' performance reports.
• Foster the development of training team skills and capabilities to ensure high-quality training delivery.
• Lead the quality team to monitor retail compliance with customer journey standards and operational processes.
• Provide zone heads with monthly performance reports (Zone, Area, and Store Wise).
• Promptly communicate to the heads of zones and retail management about common compliance issues, high-risk areas, and critical gaps.
• Train Quality team members on new updates in customer journey and processes.
• Coordinate monthly calibration sessions between retail development team and quality team to ensure consistent measurement of compliance amid rapid changes in processes and journey guidelines
• Coach and develop your team in accordance with the quarterly personal development plan.
   

Qualifications & Experience
 

• Bachelor's degree on a related field
• 2-3 years' of experience in Customer Experience