Titan - Manager - Customer Experience

Role: Customer Experience Manager

Brand: Zoya

Must have:

Experience in Fashion & Lifestyle Industry Customer experience program management

1. Scope of the role:

Conceptualize, Implement & Drive customer experience programs aimed towards driving customer engagement and delight:

- Creating and personalizing customer journeys across all touch points of brand

- Customer lifecycle management

- Driving B&A program and curating experience in coordination with the concierge.

- Customer complaints and grievance management

2. Job Profile & Key Deliverables:

The candidate will be required to conceptualize, experiment, implement and drive key programs & tools across all Zoya touchpoints across various themes & focus areas mentioned below.

- Creating and personalizing customer journeys:

- Driving mystery audits to measure the effectiveness on ground of ZWOL and CSAT survey to measure customer satisfaction.

- Quarterly improvements on the journey.

- Using Rituals, F&B, Fragrance, Sound, technology for delivering service in an efficient, personalized and delightful manner.

- Drive Endless Aisle performance, refine, improvise & enhance the tool further based on retail feedback/industry practices.

- Customer Lifecycle management:

- Monitor and drive Tier movement for customers.

- Drive programs to Reactivate dormant customers.

- Planning retail communication to various cohorts to drive increase of spend/buyer and frequency.

(Driving rewards/experiential engagements to drive sticknesses for Zoya Club, CRM form and data collection for personalization)

- Driving B&A program and curating experience in coordination with the concierge:

- Planning the B&A gifting calendar with retail team.

- Working with Brand experience team to curate gifts for festive gifting and B&A gifting.

- Managing concierges

- Customer complaints and grievance management:

- Benchmarking global luxury brands customer grievance resolution processes.

- Conceptualizing and implementing a process.

The candidate will need to work in close coordination with regions, frequent travel to boutiques locations nationally and work closely with stakeholders as Retail, IT, Marketing, After sales, Brand experience, Commercial & Merchandising.

3. The right person:

- Obsessed about customer delight.

- Comfort and passion for the world of luxury.

- Ability to influence without authority.

- Self-starter: Proactive to drive own KRAs without being reminded

- Dealing with ambiguity - Positive, can-do attitude

- Ability to manage multiple and competing work priorities, demands and changes