Manager Customer Experience

About the Customer

Company is an Indian company that mainly manufactures fashion accessories such as jewelry watches and eyewear. Part of the Tata Group and started as a joint venture with the TIDCO.

About the Role

Designation : Manager Customer Experience

Scope of the role:

Conceptualize Implement & Drive customer experience programs aimed towards driving customer engagement and delight:

• Creating and personalizing customer journeys across all touch points of brand
• Customer lifecycle management
• Driving B&A program and curating experience in coordination with the concierge.
• Customer complaints and grievance management

Job Profile & Key Deliverables

The candidate will be required to conceptualize experiment implement and drive key programs & tools across all Zoya touchpoints across various themes & focus areas mentioned below.

Creating and personalizing customer journeys:

• Driving mystery audits to measure the effectiveness on ground of ZWOL and CSAT surveys to measure customer satisfaction.
• Quarterly improvements on the journey.
• Using Rituals F&B Fragrance Sound technology for delivering service in an efficient personalized and delightful manner.
• Drive Endless Aisle performance refine improvise & enhance the tool further based on retail feedback/industry practices.

Customer Lifecycle management:

• Monitor and drive Tier movement for customers.
• Drive programs to Reactivate dormant customers.
• Planning retail communication to various cohorts to drive increase of spend/buyer and frequency.

(Driving rewards/experiential engagements to drive sticknesses for Zoya Club CRM

form and data collection for personalization)

Driving B&A program and curating experience in coordination with the concierge:

• Planning the B&A gifting calendar with the retail team.
• Working with the Brand experience team to curate gifts for festive gifting and B&A gifting.
• Managing concierges

Customer complaints and grievance management:

• Benchmarking global luxury brands customer grievance resolution processes.
• Conceptualizing and implementing a process.

The candidate will need to work in close coordination with regions frequent travel to boutiques locations nationally and work closely with stakeholders as Retail IT Marketing After sales Brand experience Commercial & Merchandising.

Work Location:

Bangalore

Work Experience:

811 Years of experience

Background and Requirements

Job Requirements:

The right person

• Obsessed about customer delight.
• Comfort and passion for the world of luxury.
• Ability to influence without authority.
• Selfstarter: Proactive to drive own KRAs without being reminded
• Dealing with ambiguity Positive cando attitude
• Ability to manage multiple and competing work priorities demands and changes