Ha Noi - Customer Experience Compliance Specialist

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:
- Assessing operational processes both in- store and at the office.
- Mystery shopping and operation checklist criteria to monitor results and identify ongoing issues affecting customer experience and revenue.
- Observing onboarding and training processes to identify areas for improvement.
- Collecting and analyzing feedback from various sources.
- Evaluating employee interactions and customer service at the store level.
- Analyzing customer behavior within stores to enhance service delivery and surveying non- customers on objection reasons.
Reporting and Recommendations:
- Evaluating operational and customer experience efficiency and providing recommendations for conversion rate improvement.
- Collaborating with stakeholders in operations, brand, and head office teams to address immediate issues and develop standard operating procedures (SOPs) for consistent service delivery.
- Establishing a Project Management Office (PMO) to oversee and track improvements.
- Monthly reporting on the evaluation of operation checklist.
- Aligning KPIs with customer experience objectives and ensuring reward structures support desired behaviors.
- Enhancing training materials and employee handbooks across all functional areas.

- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Prior experience in retail operations, customer experience, or related roles preferred; a certificate in service QC is a plus.
- Ability to work independently and collaboratively with cross- functional teams.
- Willingness to travel across stores, shopping malls, and specified nearby provinces.
- Proficiency in Vietnamese and English languages.
- Excellent communication and interpersonal skills.

- Employee discount purchases
- Attractive salary (upto 18mil)+ lunch allowance + parking allowance
- Holiday bonus, 13th month salary bonus, annual KPI bonus based on revenue, social insurance, Union, year- end party, team building, annual salary increase ...
- 12- 15 days annual leave.

Cập nhật gần nhất lúc: 2024-07-08 23:05:03