HCM - Customer Experience Specialist

Objective

As the Customer Experience Executive, you will work alongside the CX manager conducting cross team projects that will impact the most positively the experience of Maison RMI customers at each step of their journey in a durable way. The CX will bring together task teams and deliver on prioritized initiatives that will ADD most value in a customer’s lifetime

Responsibilities

• Improve the NPS & CSAT scores, both offline and online as well as improve customers’ feedback
• Coordinate with Customer Service and other stakeholders to analyze customer pain points, find the root cause, and decrease the number of customer complaints
• Implement project to build a customer-centric culture, optimize the process and get employee engagement to get consistent experience at every single customer touchpoint
• Analyze customer needs, benchmark with leading actors, and develop new unique experiences on Omni-channel
• Build and standardize CX training materials for all mass & luxury brands
• Model and implement programs that will improve organic acquisition and retention while fitting in the customers’ journey (loyalty, referral)