Customer Experience Specialist (Customer Journey & Service Experience)

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.