Key Responsibilities:

Offering a memorable in-store customer experience:

• Review experiential touchpoints in daily store life to improve customer path, and occasionally involve in events and in-store animations’ experiential.
• Improve the customer journey by promoting gesture of excellence in welcoming, assisting, surprising, and concluding the selling ceremonies.
• Improve customer experiences through effective and professional communications: outreach to new customers and returning customers, after-sales communication, etc.
• Offer excellent customer experience by handling customer wishes and request for unavailable products.
• Support the implementation of strategies to recruit new customers.
• Identify ways to retain the existing customers through different engagement channels to increase loyalty and satisfaction.
• Work closely with CRM to effectively use customer segmentation.

Measuring and improving customer experiences through the following:

• Understand each store’s challenges and to explore with the Stores on their areas of improvement.
• Monitor the monthly CX Reports and enhancing the service levels across stores.
• Follow closely all customer compliments and complaints.
• Develop morning brief and service energizers for retail team.

Enriching the customer experiences via:

• Drive global or local initiatives to bring more elements of surprise to customers through new services, deliveries, payment solutions and personalization.
• Support omni-channel experiences and deployment across the stores in collaboration with Retail Operations and Digital teams.
• Being the main liaison with CRC, to improve and refine the standard operation procedures and communications to customers.

Handling customers complaints:

• Working with stores and CRC teams to resolve different type of complaints and secure goodwill.
• Liaise with retail, operations, HR and legal departments on complaints that have legal repercussions.
• Highlight to management issues that could be escalated.
• Act as the main liaison for any international customer inquiries or complaints.

Enrolling the retail compliance procedures by ensuring the right application of:

• Network protection measures.
• Group internal guidelines.
• Local regulatory requirements.

Requirements & Capabilities:

• University graduate in related disciplines.
• At least 3 years of experiences in luxury and / or retail industry, preferably in CRM and Customer Experience.
• Client centric attitude with a passion for service excellence
• Demonstrated strong interpersonal skills with a team player attitude.
• Excellent communication skills, organized and strong problem-solving skills.
• Combined business acumen and the ability to multitask.
• Ability to work independently and to adapt in a fast-paced, changing environment.
• Fluent in English.
• Proficient in Microsoft Office suite, intermediate Excel skill is a plus.