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Job Benefit

  • Insurance
  • Allowances
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Annual Leave

Job Description

  • Customer Experience Strategy & Execution:
    • Design, implement, and manage customer experience initiatives to enhance the in-store journey and overall satisfaction.
    • Collaborate with cross-functional teams to align CX strategies with business goals and retail objectives.
  • Project Management:
    • Plan, execute, and monitor CX improvement projects from concept to completion, ensuring timely delivery within budget.
    • Develop detailed project roadmaps, schedules, and performance metrics to track project success.
  • Customer Experience Management:
    • Partner with stakeholders to identify pain points and implement CX solutions that align with operational efficiency.
    • Evaluate the effectiveness of store layouts, staff training programs, and customer engagement strategies.
  • Financial Acumen:
    • Conduct ROI and P&L analysis to assess the financial impact of CX initiatives and recommend data-driven improvements.
    • Ensure CX projects deliver measurable business value, including increased customer retention and revenue growth.
  • Stakeholder Engagement:
  • Present CX project updates and insights to senior leadership and key stakeholders.
  • Build strong relationships with internal and external partners to ensure alignment and successful project outcomes.
  • Data Analysis & Reporting:
  • Use customer feedback, analytics, and insights to identify trends, measure success, and refine CX strategies.
  • Prepare and present detailed reports on CX initiatives, highlighting areas of success and opportunities for improvement.

Job Requirement

Education: Bachelor’s degree in Business Administration, Marketing, Project Management, or related fields. MBA is a plus.

Experience:

  • Minimum 5+ years in customer experience management, with at least 3 years in a retail environment.
  • Proven experience in project management, including the ability to manage multiple initiatives simultaneously.
  • Strong understanding of ROI, P&L, and financial analysis in a CX context.

Skills:

  • Excellent organizational, analytical, and problem-solving skills.
  • Proficiency in project management tools (e.g., Asana, Trello, or equivalent).
  • Strong interpersonal and communication skills, with a demonstrated ability to influence stakeholders.
  • Familiarity with CX tools and technologies, including customer feedback platforms and analytics software.

Key Competencies:

  • Strategic Thinking
  • Customer-Centric Mindset
  • Strong Analytical and Financial Acumen
  • Effective Communication and Persuasion
  • Leadership and Team Collaboration

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