Customer Experience Manager

General Responsibilities:

1.

Offering a memorable in-store customer experience and make our stores a place of surprises and emotions for our customers:


* Review experiential touchpoints during events, in store animations and daily store life to improve customer path.


* Envision and improve the customer journey through the daily gestures of welcome, sales experience, farewell, etc.


* Involvement and presence for all in store animation and events to understand customer engagement and touch points.


* Improve on the communication channels and outreach for new customers, returning customers, aftersales processes and follow up, how to say no to product being unavailable etc.


* Implement strategies to recruit new customers.


* Identify ways to retain the existing pool of customers through different engagement channels to increase loyalty and satisfaction.


* Work closely with CRM to generate customer segmentation.


* Define the HRM gifting and store services.

2.

Measuring and improving customer experiences through the following:


* Understand each store's challenges and to explore with the Stores on their areas of improvement.


* Monitor the monthly CX Mystery shopping reports and improving the service levels across stores.


* Follow closely all customer compliments and complaints.


* Set measurable service KPIs for the stores.


* Learn with the Paris CX team and the region to share best practices.


* Work closely with CRM and clienteling on all activations and outcome.

3.

Enriching the customer experiences via:


* Drive global or local initiatives to bring more element of surprise to customers through new services, deliveries, payment solutions and personalization.


* Support omni- channel activities and deployment across the stores in collaboration with Retail Operations team.


* Understand the usage of different tools used at the stores and to see how to improve on them: H vibes, MyFolio, Hcare, KBC wishes, Proxima.


* Broad spectrum understanding of market practices for services across luxury brands.


* Being the main liaison with EMESA's Call Centre; to improve and refine the standard operating procedures and messages to customers.


* Define the gestures in SAV.

4.

Handling customers complaints:


* Identify pain points and resolving the different types of customer complaints.


* Answer all complaints in a timely manner, either by written or verbal, with assistance from the stores


* Liaise with the regional legal department on complaints that have legal repercussions


* Highlight to management issues that could lead to bigger escalations.


* Develop a standard commercial gesture policy for service recovery.


* Keep HR updated on service lapses on the part of any individual staff when they occur.

5.

Training and continuous coaching:


* Support and deploy worldwide and regional implementation and initiatives for CX activities.
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