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Open position

HCM – Customer Experience Compliance Specialist/ Kiểm soát quy trình trải nghiệm KH

Job description detail

Maison Retail Management International is seeking to recruit a dedicated Customer Experience Compliance Specialist to enhance the quality of customer interactions across selected brands. The ideal candidates will be responsible for observing, reporting, escalating, and implementing improvements to ensure exceptional customer experiences and maximized sales potential.

Key Responsibilities:

1. Observation and Evaluation:

  • Mystery shopping and operation checklist criteria to monitor results and identify ongoing issues affecting customer experience and revenue.
  • Observing onboarding and training processes to identify areas for improvement.
  • Evaluating employee interactions and customer service at the store level.
  • Assessing operational processes both in-store and at the office.
  • Analyzing customer behavior within stores to enhance service delivery and surveying non-customers on objection reasons.
  • Collecting and analyzing feedback from various sources.

2. Reporting and Recommendations:

  • Evaluating operational and customer experience efficiency and providing recommendations for conversion rate improvement.
  • Monthly reporting on the evaluation of operation checklist.
  • Establishing a Project Management Office (PMO) to oversee and track improvements.
  • Collaborating with stakeholders in operations, brand, and head office teams to address immediate issues and develop standard operating procedures (SOPs) for consistent service delivery.
  • Enhancing training materials and employee handbooks across all functional areas.
  • Aligning KPIs with customer experience objectives and ensuring reward structures support desired behaviors.

– Working location: All stores belong to Maison RMI (4 days at shop, 1 day at office per week)

– Working time: from Monday to Sunday (work 5 days/ week, 2 days off in week), work rotating shifts as requested by direct manager

Required experience/ Skill detail

  • Bachelor’s degree in Business Administration, Marketing, or a related field.
  • Prior experience in retail operations, customer experience, or related roles preferred; a certificate in service QC is a plus.
  • Priority is given to candidates with experience in the position of Store Supervisor or Store Manager at retail fashion stores, understanding the operations and processes at the store.
  • Excellent communication and interpersonal skills.
  • Willingness to travel across stores, shopping malls, and specified nearby provinces.
  • Ability to work independently and collaboratively with cross-functional teams.
  • Proficiency in Vietnamese and English languages.

Job overview

  • Basic salary + lunch allowance + parking allowance
  • 12 – 15 days annual leave
  • Participate in Social Insurance according to labor law regulations
  • Generali 24/7 accident insurance
  • Periodic health examination
  • 13th month bonus, Kpi bonus per year
  • Review salary once a year
  • Enjoy purchasing policies at preferential prices exclusively for Maison employees

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