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Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

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  • Receive alerts with new job opportunities that match your interests
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Job Benefit

  • Laptop
  • Insurance
  • Travel opportunities
  • Allowances
  • Uniform
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Business Expense
  • Seniority Allowance
  • Annual Leave

Job Description

Customer Wise (70%)

  • Design and execute programs to enhance customer experiences across key touchpoints, including in-store interactions, after-sales services, hotline support, and events, adopting a comprehensive end-to-end approach.

  • Standardize the brand experience framework based on CAO’s “6 Senses” model (visual, auditory, tactile, olfactory, emotional, and digital experiences).

  • Collaborate with cross-functional teams (sales, operations, marketing, etc.) to align touchpoints with CAO’s brand standards.

  • Monitor real-time customer journeys and collect qualitative feedback from frontline staff to refine and elevate experiences.

  • Implement loyalty programs to foster emotional connections and strengthen brand recognition.

  • Lead the planning, coordination, and execution of brand experience events (e.g., VIP events, pop-ups, showcases), ensuring flawless delivery.

  • Develop and standardize event organization processes to ensure each event reflects CAO’s brand essence and delivers consistent, emotionally impactful experiences.

  • Handle administrative tasks related to programs, including drafting proposals, budgeting, payment planning, and post-event cost reporting.

  • Prepare periodic reports summarizing CX program implementation, event outcomes, and customer feedback to support management evaluations and decision-making.

  • Systemize and update customer complaint resolution processes to ensure prompt, professional responses aligned with CAO Fine Jewellery’s brand identity.

  • Coordinate complaint resolution and customer appreciation efforts, ensuring systematic and timely responses.

  • Train frontline staff on service standards, brand language, and techniques for creating emotionally engaging experiences.

  • Drive internal communication initiatives to promote a customer-centric culture.

  • Perform additional tasks as assigned by management.

Data Wise (30%)

  • Develop customer feedback systems for key touchpoints, such as post-purchase surveys, in-store service evaluations, and post-event feedback forms.

  • Partner with the data/CRM team to consolidate feedback data and generate insights to enhance customer journeys.

  • Regularly update experience metrics reports, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS), and propose improvements.

  • Capture qualitative feedback from frontline teams and translate it into actionable insights for CX program planning.

  • Stay updated on customer service trends, feedback tools, and customer journey management practices, applying them to enhance operations.

Job Requirement

We are seeking a proactive professional with a service-oriented mindset, a passion for creating memorable experiences, and the initiative to build operational processes from the ground up.

Qualifications & Experience

  • Bachelor’s degree in Marketing, Business Administration, Communications, Customer Service, or a related field.

  • Minimum of 2–3 years of experience in customer service, customer journey development, event planning, hospitality, or retail/luxury service.

  • Preference for candidates with experience in high-end retail, luxury, or hospitality environments.

Skills & Qualities

  • High emotional intelligence (EQ) with a keen ability to understand customer behaviors and emotions.

  • Strong organizational and program/event execution skills, with a focus on precision and adherence to timelines.

  • Excellent communication and collaboration skills to work effectively with cross-functional teams and frontline advisors.

  • Quick problem-solving and adaptability to address customer issues promptly.

  • Proactive, open to feedback, and driven to seek continuous improvement.

  • Proficient in Microsoft Excel and PowerPoint.

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