Retail Customer Experience and Communication Manager

2 weeks ago

Bang Khun Thian, Bangkok, Thailand Index Living Mall Public Company Limited Full time ฿1,200,000 - ฿2,400,000 per year

Job Summary:

The Retail Customer Experience Manager is responsible for enhancing the overall customer experience in the retail environment. This role focuses on developing and implementing strategies to improve customer satisfaction, engagement, and loyalty.

The Manager is responsible for developing and executing effective internal communication strategies that enhance employee engagement, align with company goals, and ensure consistent messaging across all retail locations.

The manager will work closely with store teams to ensure that customers receive exceptional service and that their shopping experience is seamless and enjoyable.

The Manager is also focused on internal communication in a multi-location retail business ensures consistent, clear, and engaging information flow across all stores to align teams, boost employee engagement, and support operational excellence.

Key Responsibilities:

  • Customer Experience Strategy:

  • Develop and implement strategies to enhance the customer experience across all Retail stores.

  • Analyze customer feedback and market trends to identify opportunities for improvement.
  • Collaborate with marketing and merchandising teams to align customer experience initiatives with brand objectives.

  • Team Leadership and Development:

  • Train and mentor store staff on customer service best practices and company standards.

  • Foster a customer-centric culture within the store teams.
  • Conduct regular training sessions and workshops to enhance team skills.

  • Operational Excellence:

  • Ensure that store environments are welcoming, clean, and well-organized.

  • Monitor and evaluate store performance metrics related to customer experience.
  • Implement processes to streamline customer interactions and reduce wait times.

  • Customer Engagement:

  • Develop programs and events to engage customers through 'Live experience program' and build community relationships.

  • Handle escalated customer inquiries and complaints, ensuring satisfactory resolutions.
  • Gather and analyze customer feedback to inform future initiatives.

  • Retail Communications:

  • Develop and implement internal communication plans that support company objectives

  • Create and distribute engaging content through various channels.
  • Collaborate with cross-functional teams to gather information and craft clear, concise, and compelling messages.
  • Monitor and evaluate the effectiveness of communication strategies and make recommendations for improvements.
  • Act as a liaison between management and retail staff to ensure open and effective communication.
  • Stay updated on industry trends and best practices in internal communications.

Qualifications:

  • Bachelor's degree in Business, Communications, Retail Management, Marketing, or a related field.
  • Proven experience in a customer experience or retail management role.
  • Strong leadership and team-building skills.
  • Excellent communication and interpersonal abilities.
  • Analytical skills with the ability to interpret data and make data-driven decisions.
  • Excellent written and verbal communication skills both English and Thai
  • Strong organizational and project management abilities.
  • Proficiency in using communication tools and platforms.
  • Ability to work collaboratively and build relationships across all levels of the organization.

Preferred Skills:

  • Experience with customer relationship management (CRM) systems.

·       Experience in internal communications, preferably in a retail environment.

  • Creative problem-solving skills.
  • Ability to thrive in a fast-paced retail environment.

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