Senior Customer Experience Executive

Key Responsibilities:


* Assist in planning and execution of customer experience omnichannel strategy to build 360 joyful customer experience by engaging store team and other departments


* Assist in organizing store animations and activities e.g., VIP trips, customer events, etc.


* Coordinate and follow up actions of improvement through Service Excellence (SEV Survey), customers feedback (Voice of Customers) and service issues (Feedback from CRC)


* Support the implementation and follow-up of service enhancement projects and tasks


* Collaborate with store team, propose, and support the store customer experience action plan to enhance customer omnichannel experiences and customer engagement


* Prepare reports, track service performance, and provide insights and suggestions


* Support budget preparation and monitoring.

Follow up invoices and verify expenses


* Manage customer gifting, place and monitor order and inventory of non-merchandise e.g.

uniform


* Provide administrative and operation support to the department


* Assist on other ad-hoc projects and tasks


* Adapt and deploy global or local initiatives to bring more elements of surprise to customers through new services, deliveries, payment solutions and personalization (Best Practice)


* Work closely with CRM to effectively use customer segmentation to accomplish customer experience objectives


* Support the translation of CRM strategies into customer experience plan and actionable initiatives to recruit new customers, engage and retain existing customers for their long-term loyalty.


* Partner with CRC to improve and refine the standard omni customer journey and ensure professional and consistent customer communications e.g., Commercial Policies, Network protection measures

Requirements & Capabilities:


* University graduate in related disciplines


* At least 5 years of experiences in luxury and / or retail industry, preferably in service and customer experience.

Proven record in organizing VIP events is a plus


* Client centric attitude with a passion for service excellence


* Excellent communication skills with a team player attitude.

Well-organized, creative, good problem solver with the competence for execution excellence


* Self-motivated, positive, and strong sense of ownership and accountability


* Proficiency in Microsoft Office (Excel and Power Point)


* Excellent command of both written & spoken English and Chinese.

Fluency in Mandarin.

French is a plus