Benefits

Laptop
Insurance
Travel
Allowances
Travel Abroad
Incentive bonus
Healthcare
Training Scheme
Salary review
Seniority Allowance
Annual Leave

Job Description

Objective

As the Customer Experience Executive, you will work alongside the CX manager conducting cross team projects that will impact the most positively the experience of Maison RMI customers at each step of their journey in a durable way. The CX will bring together task teams and deliver on prioritized initiatives that will add most value in a customer’s lifetime

Responsibilities

Improve the NPS & CSAT scores, both offline and online as well as improve customers’ feedback
Coordinate with Customer Service and other stakeholders to analyze customer pain points, find the root cause, and decrease the number of customer complaints
Implement project to build a customer-centric culture, optimize the process and get employee engagement to get consistent experience at every single customer touchpoint

Analyze customer needs, benchmark with leading actors, and develop new unique experiences on Omni-channel
Build and standardize CX training materials for all mass & luxury brands
Model and implement programs that will improve organic acquisition and retention while fitting in the customers’ journey (loyalty, referral)

Job Requirement

Bachelor’s degree in business / economics / finance / marketing
Minimum 2 years of solid B2C and/or strategy background is preferred
Deep understanding of operations and customer experience at stores
Excellent project management skills, including demonstrated ability to think end-to-end, manage long-term projects and manage multiple projects simultaneously
Strong negotiation skills/ability to convince and influence teams