Customer Experience Executive

**Unique Role ID**:
**SECTION I: BASIC INFORMATION ON THE ROLE**

**Role Name / Designation**

**Customer Experience Executive**

**Job Title Code**

**Function / Department**

**Mall Management**

**Grade/Level**

**Organisational Relationships**
- Immediate supervisor / manager
- Senior Manager - Operations
- Positions reporting to the same supervisor/ Peers
- Customer Experience Executive
- Position titles of direct reportees
- Agency Staff

**SECTION II: PURPOSE OF THE ROLE**
- The purpose of this role is to ensure on
- ground implementation of all SOPs in the Mall and managing customer experience as the first point of contact

**ROLE DOCUMENTATION**

**Role profile documented by**
- Binal Shah

**Role profile validated by**

**Date of validation**
- 27.9.21

**SECTION III: DO - KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE**
- Accountabilities attached to the role

**Accountability**

**Primary**

**Information desk operations**
Handling the loyalty program and customer queries through the information desk

**Ensure proper floor management**:

- Oversee agencies activities e.g cleaning, etc
- Responsible for the issues closure, daily checklist completion on Pazo
- Keeping the washrooms ready and free of snags

**Ensure timely MIS and reporting**
Prepare Daily Manager on duty reports
- Maintain log of complaints on Pazo
- Prepare up to date footfall records, parking records, etc
- Benchmarking with other malls
- Weekly and monthly kitchen and pest audits

**Ensure appropriate vendor management**:

- Monitor day to day tasks performed by agencies
- Resolve issues raised by agencies on a day to day basis

**Manage the inventory of consumables**:

- Conduct stock taking of consumables
- Flag off consumables requirement as per minimum required levels
- Track issue of consumables

**Train & brief outsourced agencies & staff**

**Ensure delightful customer experience at all touch points**:

- Monitor customer interaction by staff at all touch points
- Ensure upkeep of all facilities
- Ensure compliance with starting time, etc.
- Ensure grooming standards are met by the mall staff and promoters

**Ensure Safety compliance on each floor**

**Responsible for overall parking operations**

**Secondary**

**Ensure fixed asset maintenance**:

- Periodically check fixed assets and report any damages, etc

**Smooth operations of the events**
Ensure smooth crowd management during events, contest and public holidays
- Manage the logistics of the events, eg. Stage set up, hygiene of the event, etc

**SECTION IV: DELIVER - KEY OUTPUTS/ RESULTS FROM THE ROLE**

**KEY RESULT AREAS**

**KEY PERFORMANCE INDICATORS**
- Inventory cost control
- % overrun of inventory cost vis-à-vis budget
- Retailer satisfaction
- % satisfaction score in retailer satisfaction survey
- Shopper satisfaction
- % satisfaction score in shopper satisfaction survey
- Mall operations upkeep
- % Score in mystery audits conducted in the Mall
- Training of staff
- Meet specified no of training man days for all staff
- Safety
- No death/serious injury due to operational negligence
- MIS & Reporting
- Compliance to schedule

**SECTION V: DISPLAY - KNOWLEDGE AND SKILLS**
- Qualifications and Technical Skills
- Graduate or 3 yrs diploma in hotel management or equivalent
- Overall and Specific experience
- Overall 0-1 years

**Competency**

**Proficiency Level**
- Accountability and Ownership
- Executing
- Achievement Orientation
- Executing
- Process and Quality Focus
- Executing
- Developing People Capability
- Executing
- Team Work and Collaboration
- Executing
- Planning and Organizing
- Executing

**SECTION VI: KEY INTERACTIONS**

**Key interaction - Internal**

**Nature or purpose of interaction**
- Mall Accounts
- Vendor payments, retailer receipts
- Purchase
- Capex purchases
- Mall Marketing
- Promotions, celebrity management
- Admin
- Stationery, staff facilities
- IT Department
- Wi fi connectivity in Mall, etc
- Security
- Deployment of floor guards, escalations with regards to frisking, car checking, customer incident
- Engineering
- For maintenince of the common area, washrooms, foodcourt
- Fire & Safety
- Incase of emergency, evacuation drills

**Key interaction - External**

**Nature or purpose of interaction**
- Agencies
- Ensure working as per SOPs
- Shoppers
- Feedback on mall upkeep, operations
- Retailer
- Address concerns on upkeep, footfall, etc

**SECTION VII: OTHER RELATED INFORMATION**
- Oversees the work of approx. 20-25 outsourced agency staff
- Agencies under CEE's supervision - Housekeeping, Parking, Pest Control, Horticulture, Nurse & Ambulance, Organic Waste Converter