Assistant Manager for Customer Experience

Job Summary

The Assistant Manager for Customer Experience leads the development enhancement and governance of customer experience and service quality standards across all stores nationwide. The role ensures that customers consistently experience the brand promisefrom store entry engagement and assistance up to checkout and post-purchase experience.

By collaborating with Marketing Retail Operations and other RCOE units the role designs service scripts manages customer insights programs (e.g. surveys mystery shopping) strengthens service recovery processes and oversees audits related to store service cleanliness ambiance and merchandising execution.

Key Responsibilities:

Customer Experience Standards Development

• Collaborate with Marketing to design and develop customer experience and service standards scripts and behavioral guidelines.

• Define customer journey touchpoints that strengthen pre-purchase in-store and post-purchase experience.

Service Quality Leadership

• Oversee customer engagement quality service delivery and compliance with established CX standards.

• Ensure consistent brand experience across all stores by partnering closely with Retail Operations and Area Managers.

Insights Gathering & Mystery Shopping Management

• Lead programs for customer surveys mystery shopping and NPS monitoring.

• Analyze insights from surveys audits and social media to identify CX improvement opportunities.

• Translate insights into action plans and partner with Operations for implementation.

Customer Issue Resolution & Service Recovery

• Provide guidance to Retail Operations on handling escalations and customer complaints.

• Lead the development and governance of service recovery protocols to ensure timely effective resolution.

• Store Ambience Cleanliness & CX Governance

• Oversee audits related to:

• customer service behavior

• store ambiance and cleanliness

• in-store navigation and experience

• merchandising execution (as relevant to customer perception)

• Recommend corrective actions and track progress for non-compliant stores.

Capability Building & Training

• Develop and deliver training modules on customer service fundamentals service excellence and service recovery.

• Coach Area Managers and Store Leaders on driving customer-centric culture.

Qualifications:

• Bachelors degree in Marketing Business Management Psychology Communications Hospitality or related field.

• 58 years of experience in customer experience retail service quality hospitality or related roles.

• Strong understanding of service delivery customer satisfaction drivers and store operations.

• Experience running mystery shopping NPS programs or customer sentiment analysis is an advantage.

• Excellent communication insights interpretation coaching and cross-functional coordination skills.

• May be required to travel to stores and business locations nationwide to support project implementation on-ground assessments and strategic initiatives.

• Amenable to work in Eastwood Libis.