Manager - Customer Experience - Jewelry Business

Scope of the role :

- Anchoring Pan India in-store experience of a JewelryBrand Customer from entry to exit while managing Experience metrics

Job Profile :

- Anchor adaptation of JeweleryBrand way of life processes across the country in a simplified manner by each retail sales officer.

- Plan for relevant customer lifecycle processes required, their relevant upgradation in steps basis business focus.

- Monitor the performance of key Customer journeys identified and business from the same.

- Monthly and quarterly planning of deliverables with vendor and in-house stakeholders

- Vendor partner on-boarding, management and periodic evaluation of quality of work delivered

- NPS project score and study management - Analyze and provide stakeholder specific learnings for next best action for the Brand function

- Health & effectiveness management of Google my Business/GBP for stores

- Bridging gaps in business from customer voice to pre-emptive sentiments and studies

- Planning, Strategizing, positioning in-house stakeholder need gaps

- Plugging, simplifying and prioritizing training needs and effectiveness

- Driving remuneration and appreciation models

Key Deliverables :

- Standardize of customer experience followed by each sales office in each store

- Reduce dispersion among regions on key experience metrics

- Delivering Sales contribution of all the newer customer journey to business parameters

- Effective use of MA for process improvement

- Brand improvements from voice of customers: Need gap analysis to plug in training as well as business requirements store wise/region wise/ABM wise