Senior Customer Experience Executive

• 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.

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