Major responsibilities:

• To build 360° joyful customer experience, assist Managing Director to engage all departments, to execute CX strategy omnichannel.
• Implement the standard of customer experiences omnichannel, propose and execute the store action plan after observing as customer point of view.
• Assist Managing Director to coach and influence the retail in their service competences and mindset.
• Coordinate the actions of improvement through Service Excellence (Mystery shopper survey), monitoring of customer claims and services key issues.
• Share the best practices and harmonize the customer experience with retail stores.
• Define and implement standards/procedures for ensuring optimal customer experience.
• Conduct surveys to gather information on customer opinion of rendered services.
• Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
• Oversee the restructuring of an organization into a customer-focused establishment.
• Prepare and manage annual budgets in achieving set objectives and goals.
• Conduct studies and research to discover new techniques necessary for improving customer experience.
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

Requirements & Capabilities:

• Bachelor degree required.
• At least 3 years retail and in-store experience, understand store daily operation, business model.
• Strong communication and execution skill.
• Excellent English communication skills in both verbal & written.
• Familiar with office software, excel and PPT are in advantage.
• Strong sense of ownership and accountability, self-driven initiative and willing to learn and grow.