Regional Customer Experience Manager (Jewellery Division)

Role Purpose

The Regional Customer Experience Manager will be responsible for driving customer experience and engagement initiatives across the region. The role will work closely with store teams, regional leadership, and corporate teams to improve in-store customer experience, strengthen repeat customer engagement, and drive key customer experience metrics such as NPS, CSAT, Google Reviews, and other customer feedback indicators.

The role will focus on translating customer insights into actionable interventions, improving frontline service delivery, and ensuring consistent execution of customer journey standards across stores.

Key Responsibilities

1. Customer Experience Execution

• Drive adoption and execution of defined customer journey and in-store experience standards across all stores in the region.
• Monitor key customer touchpoints from store entry to exit and identify opportunities to improve the overall customer journey.
• Support stores in enhancing service quality, customer interaction standards, and frontline experience delivery.
• Ensure consistency in customer experience practices across stores through regular follow-ups and reviews.

2. CX Metrics and Feedback Management

• Drive improvement in customer experience metrics including NPS, CSAT, Google Reviews, and other customer feedback channels.
• Track customer feedback, complaints, escalations, and service gaps to identify recurring themes and improvement areas.
• Ensure timely closure of store-level action plans arising from customer feedback.
• Share periodic CX performance updates, dashboards, and insights with regional leadership teams.

3. Customer Insights and Improvement Actions

• Translate customer feedback, sales data, and operational inputs into actionable insights.
• Identify trends, gaps, and opportunities to improve customer satisfaction and repeat business.
• Recommend store-level and regional interventions based on customer feedback and business performance data.
• Work with relevant stakeholders to implement improvement actions and track impact.

4. Customer Engagement and Retention

• Drive customer retention and engagement programs for repeat and high-value customers.
• Plan and execute occasion-led, campaign-led, and business-led customer engagement initiatives across the region.
• Support stores in strengthening customer relationships and improving loyalty-led business outcomes.
• Coordinate with internal teams to ensure smooth rollout of customer engagement initiatives.

5. Stakeholder Management and Governance

• Work closely with store teams, regional teams, corporate CX teams, and cross-functional stakeholders to drive customer experience initiatives.
• Collaborate with external partners, wherever required, for execution of customer engagement or service improvement programs.
• Conduct regular reviews with store and regional teams on customer experience performance.
• Ensure structured governance, tracking, documentation, and reporting of CX initiatives and action plans.

Key Skills and Competencies Required

• Strong customer-centric mindset with understanding of retail customer behaviour and customer journey management.
• Good understanding of sales, retail operations, service quality, and customer engagement practices.
• Ability to interpret customer, sales, and operational data to identify trends and improvement opportunities.
• Working knowledge of customer experience metrics such as NPS, CSAT, Google Reviews, and customer feedback systems.
• Strong execution and coordination capability across frontline, regional, and cross-functional teams.
• Good stakeholder management skills with the ability to influence store and regional teams.
• Strong communication and interpersonal skills.
• Regional language proficiency will be preferred.
• Working knowledge of MS Excel, PowerPoint, reporting, and presentation tools.