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.
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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