Specialist/Retail Customer Experience

Job Description

As a Retail Customer Experience Manager, your primary role is to enhance customer satisfaction, streamline the customer journey. You'll be responsible for shaping the retail customer experience, lead the OJT Training team to deliver the last mile stone of Knowledge , system and experience to every individual in retail stores , and ensuring high-quality standards are maintained across all retail touchpoints.

Responsibilities

Customer Experience Responsibilities:

• Design retail customer Journey (As is & To Be) by engaging the retail team and considering customer feedback
• Analyze customer 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.
  
  

Development And Training Responsibilities

• 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.
  
  

Retail Quality Field

• 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

• Bachelor Degree with 4 years of relevant experience
  
  

We thank all applicants for their interest, however only those shortlisted for an interview will be contacted. If you have not heard from us within two weeks of your application, please consider your application as unsuccessful.

At e& diversity is our strength and we are committed to creating an inclusive environment for all. We welcome and encourage all people to apply, regardless of gender, background, age and abilities. If you are a person of determination and require an adjustment or accommodation to the selection process, please send your request to DiversityEquity&Inclusion@eand.com