Customer Experience Manager
3 weeks ago
Job title: Customer Experience
Job exp: 5-9 years
Location: Bangalore, KA
Job requirements :
Job Description
1.Design, develop and execute customer journey for various formats.
Craft strategies to build systems and processes to drive consumer
experience across all touchpoints. Work on ways of making targeted
interventions as per the cohorts identified through customer data.
Understand customer requirement and develop and define value added
services at various touchpoints.
2. Conceptualize and develop rollout tools and services enabling
digitization of customer experience (like Interactive digital screens, QR
code, paperless transactions, new technologies etc.) across stores aimed
towards elevating customer experience and managing physical
limitations
3.Develop and Manage SFDC usage at stores and working on increasing
the scope of usage
4.Design and develop customer facing policies, empowerment policies.
Create SOPs for the store operations aimed towards standardization of
customer experience across stores
5.Create audit parameters with focus on providing standardized
customer experience and review the non-compliance points
6.Develop training interventions and training content for retail stores
including customer experience, product, processes in coordination with
the Retail Operations & Training Team
7. Bringing in collective ownership of customers across functions & the
channels
8. Benchmarking with other industries for best practices
Other Areas:
1. Lead Customer Complaints
2. Mystery Audit & Next best Action
3. Driving Triton Club program for business impact
4. NPS and Next Best Action
5. GMB
6. Collaborate with relevant stakeholders for a quick resolution
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