HCM – Customer Experience Supervisor

Objective

As a Customer Experience Supervisor, you will be responsible for collecting customer feedback, conducting market research, developing customer journey mapping, managing CX projects, and coordinating with other stakeholders to improve the overall customer experience. You will work with various departments to ensure that Maison RMI maintains a customer-centric culture, provide exceptional customer service, and develop new unique experiences for customers.

Responsibilities

• Improve the NPS, CSAT, CES scores, both offline and online as well as improve customers’ feedback.
• Conduct market research on Maison RMI brands and competitors to understand industry trends and customer preferences.
• Develop customer journey mapping, follow up and control feedback in CDP systems to identify key touchpoints and areas for improvement.
• Handle CX projects with other departments to ensure the smooth implementation of customer-centric initiatives.
• Manage the mystery shopping project for all stores and channels to ensure that customer service standards are met.
• Develop and manage projects for customer-centric culture, employee experience, internal connection & communications to improve overall customer experience.
• Build new unique experiences that set Maison RMI apart from competitors and attract new customers.
• Coordinate with Customer Service and other stakeholders to find the root cause and decrease the number/ratio of complaints.
• Develop partnerships and referral programs for mobile app with CRM to drive customer engagement and retention.