Bombay Shirt Company - Head - Customer Experience

Responsibilities:

1. Synthesize feedback across the various customer channels online & offline and provide weekly updates to functional and category heads

2. Monitor all customer queries, response time, closure and escalations of our online and offline retail stores.

3. Managing a team of customer service agents who answer questions about products or services, process orders, handle shipping or delivery issues, and handle other customer service issues as well our store sales team members across several retail outlets by conducting daily sales observations, weekly report card sessions and weekly sales meetings.

4. Developing a company's brand image by managing the organization's public image or reputations with customers.

5. Implementing new technologies that improve customer service and automate processes for our online and offline stores.

6. Developing and implementing training programs for employees to improve customer service skills and knowledge of company policies.

7. Maintain premium customer experience offline through store team customer interactions and store presentation.

8. Ensure compliance with company policies, housekeeping and store up keep, visual merchandising protocols, grooming and uniform standards, health/safety policies and other retail processes

9. Oversee the store displays, swatches & merchandise and other

10. Visit offline stores to ensure efficient and effective management as well as high performance sales

11. Monitor inventory levels to determine the need for stock supply at each retail outlet.

12. Developing strategies to increase customer loyalty by improving customer satisfaction levels. Oversee the Personal shopper program. Implement win-back, membership and other customer loyalty programs.

Job Location & Reporting

Mumbai: Mid-town

Reporting to Chief Operating Officer