Customer Experience Executive - Care Program & eNPS

Position Overview

We are seeking a motivated Customer Experience Executive to oversee and manage the Care Program aimed at enhancing employee experience within our retail system. This role will focus on building, analyzing, and managing the eNPS (Employee Net Promoter Score) while driving initiatives to improve employee satisfaction and performance.

Key Responsibilities

1. Develop and Manage the Care Program:

• Design and implement programs to enhance employee experience across all retail branches.
• Map out the employee journey to identify areas for improvement and develop creative solutions.
• Collaborate with internal teams and stakeholders to ensure the seamless execution of the Care Program.

2. Build and Analyze eNPS:

• Develop and deploy eNPS surveys at key intervals to measure employee engagement and satisfaction.
• Collect and analyze eNPS data to identify trends, challenges, and opportunities for improvement.
• Prepare reports and insights for management, highlighting actionable recommendations based on eNPS results.

3. Implement Actionable Solutions:

• Propose and execute strategies and initiatives based on eNPS feedback to address employee concerns and enhance their workplace experience.
• Work closely with HR, Operations, and Retail teams to implement improvements and monitor their impact.

4. Project Management:

• Create detailed project plans, manage timelines, and ensure successful implementation of Care Program initiatives.
• Monitor and report on project progress, addressing challenges and ensuring alignment with company objectives.

5. Stakeholder Communication and Support:

• Act as the primary liaison between retail branches and headquarters for Care Program activities.
• Provide guidance and support to store managers and teams on implementing program changes.
• Address queries and ensure alignment across all levels of the organization.

Key Qualifications

• Education: Bachelor's degree in Business Administration, Human Resources, Marketing, or a related field.
• Experience:
  • 2-3 years of experience in customer or employee experience, project management, or HR-related roles, preferably in retail or service industries.
  • Familiarity with eNPS or similar employee engagement tools is a strong advantage.
• Skills:
  • Strong project management and organizational skills.
  • Proficiency in data analysis tools such as Excel or BI tools (Power BI preferred).
  • Excellent communication and interpersonal skills to work effectively with internal and external stakeholders.
  • Creative problem-solving abilities with a proactive mindset.

Key Competencies

• Strong analytical skills to interpret eNPS data and translate insights into actionable initiatives.
• Effective collaboration and teamwork across diverse teams and departments.
• Attention to detail and ability to prioritize tasks in a fast-paced environment.
• Adaptability to implement creative solutions for diverse employee needs.

Benefits

• Competitive salary and benefits package.
• Opportunity to lead impactful initiatives that directly enhance employee experience and organizational performance.
• Work in a collaborative, dynamic, and growth-oriented environment.
• Professional development and training opportunities.