Senior Customer Experience Executive

3 days ago


Hong Kong, 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 PowerPoint).
  • Excellent command of both written & spoken English and Chinese. Fluency in Mandarin. French is a plus.
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