Job Requirements
To drive customer experience excellence for Taneira through customer feedback management, customer insights, loyalty program execution, customer journey enhancement, and data-driven interventions that improve satisfaction, retention, engagement, and business outcomes across retail stores.
Key Responsibilities
1. Customer Experience & NPS Management
• Manage the end-to-end Net Promoter Score (NPS) program across customer touchpoints.
• Analyse customer feedback and identify key drivers of customer satisfaction and dissatisfaction.
• Design and enhance feedback collection mechanisms to generate actionable customer insights.
• Develop periodic NPS reports, dashboards, and performance reviews for business stakeholders.
• Monitor NPS performance trends and recommend improvement actions.
• Drive resolution and closure of passive and detractor customer cases through cross-functional collaboration.
• Conduct root cause analysis and support corrective action implementation.
• Partner with business, training, and store teams to improve customer experience metrics.
• Support automation and digitization of customer experience reporting and dashboards.
2. Customer Reviews & Reputation Management (Google My Business)
• Monitor and manage customer reviews across Google My Business (GMB) platforms.
• Develop and maintain automated reports providing store-level visibility on customer sentiment and review performance.
• Analyse customer review verbatims to identify recurring themes, service gaps, and improvement opportunities.
• Coordinate with relevant stakeholders to resolve customer issues highlighted through digital review platforms.
• Ensure store information and operational statuses on public platforms remain accurate and updated.
• Support reputation management initiatives that enhance brand perception and customer trust.
3. Customer Insights & Non-Purchase Analytics
• Manage and analyse Non-Purchase (NP) data to identify barriers impacting customer conversio