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Customer Experience Manager
2 weeks ago
- Prior experience as Supervisor or Manager and leading a team
- Short notice is required
To mentor, train, and lead the Customer Experience team to ensure to provide a high level of customer excellence service to all their clients.
Talent Management
- Managing the department with teams spread across different locations.
- Responsible for hiring and training the CEE.
- Working directly with each location to provide leadership and guidance.
- Perform review of work performance and identify any obstacles and/or opportunities but not limited to quarterly appraisals.
Operation
- Ensure that scheduling of manpower is optimized
- Ensure feedback is addressed in a timely manner, not limited to working with other departments to close the loop on the feedback.
- Management of retail inventory at each outlet.
- Ensure company's regulations and terms of use of the space is respected and adhered
- Endofday sales records are accurate and reconciled.
Performance Management
- Defining and tracking success metrics for the overall customer experience of clients and guest.
- Creation and execution Customer Experience playbook and a structured training plan.
- Creation, implementation and continuous improvement of SOP to achieve the Success Metrics of the business.
- Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing the customer experience.
- Develop programs effective to improved CE.
- Develop strategies/ initiatives to improve retail sales at each outlet.
Budget Management
- Manage the budgets allocated to the department.
- Work closely with the Operations department to optimise ops budget.
Job Requirements**:
- At least 3 years of experience in customer service
- Have been in a supervisory or managerial role with experience leading a team.
- Strong interpersonal relationship building skills, leadership, prioritisation and communication skills.
- You have a 360 view of business and is able to consider the implications to the customer experience holistically should there be any changes to the business needs.
- Ability to work collaboratively in a crossfunctional team.
- Have an aptitude to anticipate any changes.
Next Step:
- Prepare your updated resume (please include detailed past working experiences and your current salary package with full breakdown) and expected package.
Direct Line:
EA License No: 91C2918
Personnel Registration Number:
R1104194
JN _
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