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HCM – Customer Experience Specialist

Job description detail

We are looking for a dynamic and customer-focused individual to join our team as a Customer Experience Specialist at Maison RMI. As a Customer Experience Specialist, your primary responsibility will be to enhance the overall customer experience and satisfaction across both offline and online channels. You will play a crucial role in improving key customer experience metrics such as NPS, CSAT, CES while continuously seeking and utilizing customer feedback to drive improvements.

Key Responsibilities:
– Proven experience in improving NPS, CSAT, and CES scores through strategic initiatives and process enhancements.
– Strong analytical skills to analyze customer data and feedback, providing valuable insights for decision-making.
– Proficiency in developing and managing customer journey maps based on research and feedback.
– Excellent cross-functional collaboration skills to ensure seamless implementation of customer-centric initiatives.
– Innovative thinking to create unique and captivating customer experiences, setting the brand apart from competitors.
– Demonstrated ability to innovate solutions and manage projects aimed at improving customer lifetime value and conversion rates.
– Experience in providing support to enhance the UI/UX of mobile applications, contributing to performance enhancement

Required experience/ Skill detail

– Bachelor’s degree in Business Administration, Marketing, or a related field.
– Strong analytical skills and the ability to interpret customer data.
– 2-year working in retail industry is preferred.
– Proven experience in customer experience management, with a strong record of accomplishment of improving customer experience metrics.
– Experience in supporting UI/UX and performance improvement for mobile applications is a plus.
– Experience working with cross-functional teams.
– Innovative thinking and a customer-centric mindset.

Job overview

– Attractive salary + lunch allowance + parking allowance
– Holiday bonus, 13th month salary bonus, annual KPI bonus based on revenue, social insurance, Union, year-end party, team building,…
– Employee discount purchases
– 12 – 15 days annual leave.

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