HCM - Customer Experience Compliance Specialist/ Kiểm soát quy trình trải nghiệm KH

Maison Retail Management International is seeking to recruit a dedicated Customer Experience Compliance Specialist to enhance the quality of customer interactions across selected brands. The ideal candidates will be responsible for observing, reporting, escalating, and implementing improvements to ensure exceptional customer experiences and maximized sales potential.

Key Responsibilities:

Observation and Evaluation:
- Collecting and analyzing feedback from various sources.
- Analyzing customer behavior within stores to enhance service delivery and surveying non- customers on objection reasons.
- Observing onboarding and training processes to identify areas for improvement.
- Assessing operational processes both in- store and at the office.
- Evaluating employee interactions and customer service at the store level.
- Mystery shopping and operation checklist criteria to monitor results and identify ongoing issues affecting customer experience and revenue.

Reporting and Recommendations:
- Aligning KPIs with customer experience objectives and ensuring reward structures support desired behaviors.
- Monthly reporting on the evaluation of operation checklist.
- Evaluating operational and customer experience efficiency and providing recommendations for conversion rate improvement.
- Establishing a Project Management Office (PMO) to oversee and track improvements.
- Collaborating with stakeholders in operations, brand, and head office teams to address immediate issues and develop standard operating procedures (SOPs) for consistent service delivery.
- Enhancing training materials and employee handbooks across all functional areas.

* Working time: from Monday to Sunday (work 5 days/ week, 2 days off in week), work rotating shifts as requested by direct manager

* Working location: All stores belong to Maison RMI (4 days at shop, 1 day at office per week)

* Benefits of Maisonista:
- 13th month bonus, Kpi bonus per year
- Periodic health examination
- Participate in Social Insurance according to labor law regulations
- Basic salary + lunch allowance + parking allowance
- Review salary once a year
- Generali 24/7 accident insurance
- Enjoy purchasing policies at preferential prices exclusively for Maison employees
- 12- 15 days annual leave

- Prior experience in retail operations, customer experience, or related roles preferred; a certificate in service QC is a plus.
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Willingness to travel across stores, shopping malls, and specified nearby provinces.
- Ability to work independently and collaboratively with cross- functional teams.
- Proficiency in Vietnamese and English languages.
- Priority is given to candidates with experience in the position of Store Supervisor or Store Manager at retail fashion stores, understanding the operations and processes at the store.
- Excellent communication and interpersonal skills.

Cập nhật gần nhất lúc: 2024-04-19 01:40:42