Senior Manager, Retail Experience

About the Job

Be responsible for overseeing and enhancing the overall customer experience within a retail environment. Your primary goal will be to create a positive and memorable shopping experience that drives customer satisfaction, loyalty, and sales. You will lead a team and collaborate with various departments to develop and implement strategies that optimize the customer journey.
 

Key Responsibilities

•    Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy that aligns with the company's goals and values. Ensure that the strategy is customer-centric and focuses on delivering exceptional service at every touchpoint.
•    Consumer Journey: Create and optimize a seamless and engaging consumer journey, enhance every touchpoint, from initial awareness to post-purchase support.
•    SOP development: as an HQ role to develop standard and roll out to markets.
•    Customer Insights: Collect and analyze customer feedback, market trends, and competitor insights to identify areas for improvement and innovation. Use data-driven insights to develop strategies that enhance the overall customer experience and drive business growth.
•    Customer Service Excellence: Set high standards for customer service and ensure that they are consistently met or exceeded. 
•    Cross-functional Collaboration: Collaborate with other departments, such as marketing, operations, and product development, to ensure a seamless and integrated customer experience. Work closely with these teams to align strategies and initiatives.
 

Requirements

• Bachelor's Degree in Business Administration, Marketing, or a related field.
• Proven experience (5+ years) in retail customer experience development at multinational retail companies. 
• O2O experience development & create excellent consumer journey.
• Strong leadership skills with the ability to motivate and inspire a team.
• Familiarity with retail technology and its application in enhancing the customer experience.
• Results-oriented with a track record of driving customer satisfaction and sales growth.
• Ability to adapt to a fast-paced and dynamic retail environment.
• Strong communication and interpersonal skills to effectively collaborate with cross-functional teams.
• Good command of Cantonese, Mandarin and English.
• Willingness to travel.