Customer Experience Manager

6 days ago

Singapur, Singapore Birds of Paradise Full time
Customer Experience and Training Lead

The Customer Experience and Training Lead plays a pivotal role in ensuring our customers receive exceptional gelato experiences, fostering a strong sense of community around the brand. This involves developing strategies to achieve best-in-class customer experience, executing training programs, and enabling a company-wide culture of service excellence and service language.

Key Responsibilities
  • Develop and implement strategies to enhance overall customer experience, ensuring satisfaction and loyalty.
  • Oversee and manage the customer's journey with the brand, ensuring each touchpoint is delivered with warmth and empathy.
  • Monitor customer interactions and feedback to identify areas for improvement.
  • Oversee and manage all customer-related feedback and enquiries.
  • Collaborate across departments to address customer feedback and concerns, and implement solutions.
  • Analyse customer data and feedback to identify trends and opportunities for improvement.
  • Oversee Customer Relationship Management (CRM) system in collaboration with other managers.
  • Act as a customer advocate within the organization, championing the voice of the customer in strategic decisions.
Training Program Development
  • Design and execute customer service and operations training programs to create high-performing teams.
  • Develop training materials, manuals, and resources to ensure consistent service delivery.
  • Conduct regular training sessions for staff to enhance their product and operational knowledge, and customer service skills.
  • Evaluate training effectiveness and continuously update training programs based on feedback and performance metrics.
  • Instil a culture of service excellence through initiatives.
  • Establish and monitor key performance indicators (KPIs) related to customer satisfaction metrics.
Quality Assurance
  • Establish quality assurance processes to maintain high standards of service delivery.
  • Conduct regular audits and assessments to measure service quality and compliance with company standards.
  • Implement corrective actions and improvement plans as necessary.
Team Leadership and Development
  • Lead and motivate a team of customer service trainers.
  • Provide coaching and mentorship to enhance individual and team performance.
  • Foster a culture of continuous learning and professional development within the department.
Data Analysis and Reporting
  • Utilize data analytics tools to generate insights into customer behavior and service trends.
  • Analyse data from various platforms to drive improvement.
  • Prepare regular reports and presentations for senior management, highlighting key performance metrics and improvement opportunities.

We are seeking a highly skilled and experienced professional to join our team as a Customer Experience and Training Lead. The ideal candidate will possess a strong background in customer experience management, training program development, and quality assurance. If you are a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

Requirements and Qualifications

  • Bachelor's degree in Business Administration, Marketing, Communications, Hospitality, or a related field.
  • Proven experience in customer experience management, with a focus on customer experience and training.
  • Proven experience in designing and delivering training programs.
  • Knowledge of CRM systems and customer service software is advantageous.
  • Certification in customer experience management or related fields is a plus.
  • Certification in training is a plus.
  • Proficient with Microsoft Office and Google Suite.

We delight in creating gelato of the finest quality, inspired by the botanical flavours of nature. At Birds of Paradise Gelato Boutique, our values of Quality, Balance, Trust, Care, and Delight guide us in working towards our vision and mission.

Vision: To make the world a better place

Mission: Delight our customers, Nurture our staff, Contribute to community

Workplace: Across Singapore (East, Central, North)

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