Job Requirements
To drive operational excellence across the customer journey by managing customer experience initiatives, complaint resolution frameworks, process improvements, service quality, and customer engagement programs. The role ensures that customer feedback is translated into actionable insights, resulting in improved customer satisfaction, stronger store execution, and continuous process enhancement.
Monitor and improve end-to-end customer experience across retail stores and service centres.
Drive adherence to CX processes, SOPs, and service standards.
Identify customer pain points and recommend operational improvements.
Support the implementation of new CX initiatives across the network.
Work Experience
Functional Skills
Customer Experience Management
Complaint Handling
Process Improvement
Root Cause Analysis
SOP Development
Retail Operations
Customer Journey Mapping
Data Analysis & Reporting
Project Management
Behavioural Competencies
Customer-first mindset
Analytical thinking
Problem solving
Robust communication
Collaboration
Attention to detail
Ownership and accountability
Influencing without authority
Adaptability