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Senior customer experience executive

4 weeks ago

Central And Western District, Hong Kong SAR China Hermès Full time

Responsibilities: Assist in planning and execution of customer experience omnichannel strategy to build 360 joyful customer experience by engaging store team and other departments. Assist in organizing store animations and activities e.g., VIP trips, customer events, etc. Coordinate and follow up actions of improvement through Service Excellence (SEV Survey), customers feedback (Voice of Customers) and service issues (Feedback from CRC). Support the implementation and follow-up of service enhancement projects and tasks. Collaborate with store team, propose, and support the store customer experience action plan to enhance customer omnichannel experiences and customer engagement. Prepare reports, track service performance, and provide insights and suggestions. Support budget preparation and monitoring. Follow up invoices and verify expenses. Manage customer gifting, place and monitor order and inventory of non-merchandise e.g. uniform. Provide administrative and operation support to the department. Assist on other ad-hoc projects and tasks. Adapt and deploy global or local initiatives to bring more elements of surprise to customers through new services, deliveries, payment solutions and personalization (Best Practice). Work closely with CRM to effectively use customer segmentation to accomplish customer experience objectives. Support the translation of CRM strategies into customer experience plan and actionable initiatives to recruit new customers, engage and retain existing customers for their long-term loyalty. Partner with CRC to improve and refine the standard omni customer journey and ensure professional and consistent customer communications e.g., Commercial Policies, Network protection measures. Requirements: University graduate in related disciplines. At least 5 years of experience in luxury and/or retail industry, preferably in service and customer experience. Proven record in organizing VIP events is a plus. Client centric attitude with a passion for service excellence. Excellent communication skills with a team player attitude. Well-organized, creative, good problem solver with the competence for execution excellence. Self-motivated, positive, and strong sense of ownership and accountability. Proficiency in Microsoft Office (Excel and Power Point). Excellent command of both written & spoken English and Chinese. Fluency in Mandarin. French is a plus.#J-18808-Ljbffr