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.
