Manager, Customer Experience

Key Responsibilities

·         CRM

Apply data to drive customer loyalty (CRM) to increase frequency of repeat visits

·         Physical Area

Ensure the most convenient accessibility to all shoppers, on foot, public transportation, motorcycle and carEnsure easy navigation for shopper to find their ways to what they want Ensure all asset area are not only cleanliness but also hygienic to met all stakeholder standard & expectation with subcontract management effectively

·         Service Standard

Maintain high standard of customer service quality with service mind (Service with the heart) at key touch points of all customer journey

·         Complaints Management (Shopper)

Handle complaints effectively and recover shopper experience and follow up all incident case

·         Area Development &  DecorationDecorate and display to create excitement and pleasure for shoppers following visual merchandizing conceptSeeking for opportunity to serve customer need or behavior change by resources utilization eg. Space, asset, customer database

·         Complaint Management (Tenant)

Handle complaint problem of tenants with excellence service quality and professional manners Follow up & feedback all about tenant request

·         Risk Assessment

Prepare risk assessment and action plan to alert and take action before incident happen

·         Crisis Management
Ensure all incident or crisis action plan has been practice effectively following standard procedureLead to handle on all crisis situation eg. shopper accident, fire, flooding, riot, outbreak which will impact business continuity

·         Capability Development

Provide capability development program to achieve busines performance support business change or new requirement

·         Strategy & Business Plan

Develop branch strategy & business plan to create action plan and key results to target business goal

·         Process Improvement

Ensure all operation process has been reviewed and improved continuously with digital, automation or technology solution

Qualifications

·         Bachelor's degree or higher in related field.

·         Age 30 - 40 years old.

·         Minimum of 5-7 years of responsible experience in related field and 1-3 years  of team management

·         Have strong communication skils, especially English skills

·         Strategic thinking, Critical thinking, expectational communication and ability to collaborate and build relationships.