Key Responsibilities:
- Develop and implement customer experience strategies across online and offline touchpoints.
- Monitor and analyze customer feedback, satisfaction scores (CSAT/NPS) and service metrics.
- Identify pain points in the customer journey and drive initiatives to resolve them.
- Collaborate with Sales, Marketing, CRM and Operations teams to ensure consistent customer experience.
- Design and manage customer loyalty programs and engagement initiatives.
- Handle escalations and ensure timely resolution of customer complaints.
- Train store/service teams on customer service standards and best practices.
- Track and report key customer experience metrics to leadership.
- Conduct customer research and surveys to gather insights for improvement.
- Benchmark customer experience practices against industry standards and competitors.