Customer Experience

**Location**
- Singapore, Central Singapore**Job Type**
- Full Time**Salary**
- $2,800 - $3,200 Per Month**Date Posted**
- 1 hour agoAdditional Details

**Job ID**
- 140258**Job Views**
- 1Roles & Responsibilities

The job scope and responsibilities includes but is not limited to the following:
**a. Staff Management**
- Conduct effective communication: One/One, Team briefing/Motivation, Appraisal, Behavior Management from coaching & constructive feedbacks - counselling - conflict resolution - warning to contract ending
- Motivate, recognize, empower and challenge the team on a daily basis (quantitative and qualitative aspects)
- Communicate and develop the culture of feedback & follow up,
- Make sure new staff training is done and followed up
- Create and implement development plans for retail staff and supervisors
- Implement a structured & consistent coaching process, weekly/ monthly, through quantitative & qualitative observations
- Able to give constructive feedbacks to staff with On the Spot coaching approach
- Conduct participative appraisals on a mid-yearly & yearly basis based on structured observations and performances
- Identify and communicate training needs to SM, SSM, AM and ACE Team
- Control hours, attendance, coverage and productivity with SSM, AM and HR
- Check and control daily duties and responsibilities
- Check and monitor that manpower is effectively organized and allocated per hour to maximize sales
- Lead by example to motivate the team, with a regular and appropriate presence on the selling floors
- Maintain a favorable working relationship with all employees to promote a cooperative, happy working environment and is sharing responsibility on the attrition rate for assigned store

**b. Service Excellence**
- Accountable for customer satisfaction with service provided in his/her store
- To meet the standards, goals and KPIs set by company. Scoring program management
- Develop a keen knowledge on trends, products, and collections.
- Participate in transfer of knowledge to the team, providing fashion advice to customers.
- Understand customer needs, seek multiple ways to meet customer requests or needs, maximize sales.
- Identify customer profiles of the store, report accordingly to SM/SSM/AAM/AM/ Inventory
- Able to handle complaints and difficult situation with customers
- Liaise with the Customer Service Department on the follow up of customers feedbacks and actions

**c. Strategic Business Excellence**
- Is responsible for driving the assigned store to achieve targets: sales, conversion, QPR, stocks accuracy
- Is responsible for driving both individual and team performance
- Analyze his/her weekly & monthly stores reports (Sales, KPIs and P&L)
- Propose & implement specific, regular & timely actions plans to reduce gaps, achieve sales and productivity targets
- Include the Team in the decision process, share objectives and ideas, ensures an empowering follow-up
- Measure results, achievement and gaps, why and propose correctives timely actions to SM/SSM/AAM/AM/OM
- Report specifically and accurately quantitative and qualitative information to AM/OM
- Identify wastage/opportunities on controllable components and devise costs saving options

**d. Store Presentation Management**
- Identify good practices and areas of improvement with the Team
- Maintain store image though consistent & detailed housekeeping as well as staff compliance to grooming standards
- Liaise with the VM Department on the follow up of actions in stores

**e. Stock & Merchandise Management**
- To feedback operations needs & observations to inventory on a weekly, monthly basis, seasonal basis
- Works with Inventory Team to manage & maintain healthy inventory levels at stores levels, ensure sufficient and appropriate stock levels for all categories (bags, shoes, accessories)
- Check the efficiency of delivery/receiving/ workflow and organization with team, logistics and inventory
- Is responsible for the general in store room maintenance and stocks accuracy of assigned store
- Knowledge of local competitors: products, pricing, merchandising, customer profiles
- Filter and use the product feedback from the team on best sellers and slow movers
- Analysis the collection suitability for the market and store.
- Give feedbacks to Inventory department on products suitable for the store.
- Communicate action plans to achieve and improve the sales in comparison to last year sales.

**f. SOPs & Administration**
- Ensure that all the processes are applied in stores and in compliance with Legal, Safety, HR, VM, Inventory, Stock organization, POS & data accuracy
- Challenge current processes to ensure efficiency, effectiveness and welfare of the team
- Participate in updating the Standard Operating Procedure Manual (SOP)
- Work in collaboration with the AOSM in the implementation of the back-end processes and planning follow-up
- Ensure all relevant documents & administration duties are being performed at stores’ level or commu