- Assist in planning and execution of customer experience omnichannel strategy to build 360 joyful customer experience by engaging store team and other departments
- Assist in organizing store animations and activities ., VIP trips, customer events, etc.
- Coordinate and follow up actions of improvement through Service Excellence (SEV Survey), customers feedback (Voice of Customers) and service issues (Feedback from CRC)
- Support the implementation and follow-up of service enhancement projects and tasks
- Adapt and deploy global or local initiatives to bring more elements of surprise to customers through new services, deliveries, payment solutions and personalization (Best Practice)
- Work closely with CRM to effectively use customer segmentation to accomplish customer experience objectives
- Support the translation of CRM strategies into customer experience plan and actionable initiatives to recruit new customers, engage and retain existing customers for their long-term loyalty.
- Partner with CRC to improve and refine the standard omni customer journey and ensure professional and consistent customer communications ., Commercial Policies, Network protection measures
- Collaborate with store team, propose, and support the store customer experience action plan to enhance customer omnichannel experiences and customer engagement
- Prepare reports, track service performance, and provide insights and suggestions
- Support budget preparation and monitoring. Follow up invoices and verify expenses
- Manage customer gifting, place and monitor order and inventory of non-merchandise . uniform
- Provide administrative and operation support to the department
- Assist on other ad-hoc projects and tasks
- University graduate in related disciplines
- At least 5 years of experiences in luxury and / or retail industry, preferably in service and customer experience. Proven record in organizing VIP events is a plus
- Client centric attitude with a passion for service excellence
- Excellent communication skills with a team player attitude. Well-organized, creative, good problem solver with the competence for execution excellence
- Self-motivated, positive, and strong sense of ownership and accountability
- Proficiency in Microsoft Office (Excel and Power Point)
- Excellent command of both written & spoken English and Chinese. Fluency in Mandarin. French is a plus
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Contract Senior Customer Experience Executive - Hong Kong, 香港 - Hermès
描述
Key Responsibilities:
