Executive - Customer Experience

Job Title: Executive - Customer Experience

Job Type: RP

We are seeking a highly motivated and experienced Executive - Customer Experience to join our team. The ideal candidate will be responsible for overseeing all aspects of the customer experience, ensuring that our customers receive top-notch service and support.

Key Responsibilities:

To drive operational excellence across the customer journey by managing customer experience initiatives, complaint resolution frameworks, process improvements, service quality, and customer engagement programs. The role ensures that customer feedback is translated into actionable insights, resulting in improved customer satisfaction, stronger store execution, and continuous process enhancement.

• Monitor and improve end-to-end customer experience across retail stores and service centres.
• Drive adherence to CX processes, SOPs, and service standards.
• Identify customer pain points and recommend operational improvements.
• Support the implementation of new CX initiatives across the network.