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:
· Mystery shopping and operation checklist criteria to monitor results and identify ongoing issues affecting customer experience and revenue.
· Analyzing customer behavior within stores to enhance service delivery and surveying non- customers on objection reasons.
· Collecting and analyzing feedback from various sources.
· Evaluating employee interactions and customer service at the store level.
· Assessing operational processes both in- store and at the office.
· Observing onboarding and training processes to identify areas for improvement.
Reporting and Recommendations:
· Monthly reporting on the evaluation of operation checklist.
· 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.
· Enhancing training materials and employee handbooks across all functional areas.
· Aligning KPIs with customer experience objectives and ensuring reward structures support desired behaviors.
· Evaluating operational and customer experience efficiency and providing recommendations for conversion rate improvement.
Benefits:
- Attractive salary + 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 ...
- Employee discount purchases
- 12- 15 days annual leave.

· Ability to work independently and collaboratively with cross- functional teams.
· Excellent communication and interpersonal skills.
· Willingness to travel across stores, shopping malls, and specified nearby provinces.
· 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.
· Proficiency in Vietnamese and English languages.

Cập nhật gần nhất lúc: 2024-04-19 00:00:32