Job Description
𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:
- Customer Experience Strategy: Develop and execute customer experience initiatives to improve satisfaction, retention, and brand advocacy.
- Customer Insights & Analytics: Analyze customer feedback, behavior trends, and VoC data to identify improvement opportunities and drive action plans.
- Service Excellence: Establish and enhance service standards, complaint handling processes, and continuous improvement programs across outlets.
- Digital & Omnichannel Experience: Optimize customer journeys across digital platforms, delivery channels, loyalty programs, and in-store touchpoints.
- Customer Service Operations: Lead customer care functions, ensuring timely issue resolution and achievement of service performance targets.
- Loyalty & Customer Retention: Drive CRM and loyalty initiatives to increase customer engagement, repeat visits, and customer lifetime value.
- Leadership & Stakeholder Management: Collaborate with cross-functional teams and develop high-performing teams to foster a customer-centric culture.
Job Requirements
𝐊𝐞𝐲 𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬:
- Bachelor's Degree in Business, Marketing, Hospitality, Retail Management, or related field; Master's Degree preferred.
- 7–10 years of experience in Customer Experience, Customer Service, Retail Excellence, or Hospitality Management.
- Minimum 5 years in a leadership role managing multi-site customer experience programs.
- Strong expertise in Customer Journey Mapping, CRM, Loyalty Programs, Customer Analytics, and Service Excellence.
- Willing to travelling.
