Senior Executive.CEM.Aster Retail HO
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قم بإنشاء حساب مجاني لحفظ الوظائف وإنشاء التنبيهات والعودة إلى هذه القائمة من لوحة التحكم الخاصة بك.
بالمتابعة، فإنك توافق على الشروط & سياسة الخصوصية.
Key Responsibilities
1. Customer Insights & Service Interventions
- Analyze qualitative customer feedback and CRM data to identify trends.
- Design and implement targeted service interventions across business units. 2. Grooming & Service Standards
- Develop and implement grooming standards specific to Aster Retail.
- Conduct regular grooming and service audits with quantifiable metrics.
- Share audit insights with leadership on a weekly/monthly/quarterly basis. 3. Training & Development
- Design and deliver behavioral service training programs for frontline teams.
- Collaborate on converting instructor‑led content into digitized scrum content for the Learning Management Module (LMM).
- Ensure training content is sustainable and relevant to real‑time floor scenarios. 4. Performance Reporting
- Develop and publish a Service Scorecard for the leadership team under the guidance of the Head of Service Excellence. 5. Stakeholder Collaboration
- Partner with store operations and service excellence teams to bridge experience gaps and promote continuous service improvement.
- Bring best practices from external service industries to uplift internal standards. 6. Field Engagement
- Conduct regular store visits and post‑visit analysis.
- Act as a role model in service delivery and grooming for all staff. Education and Experience
Requirements:
- Graduates, preferably from hotel management, catering or service majors.
- Minimum 5 years of experience in hospitality or luxury retail.
- Hands‑on experience as a Team Leader, Front Office Executive, or Service Executive.
- Exposure to front office operations or Learning & Development (L&D) is highly preferred.
- Demonstrated experience in designing and implementing service training programs. Expected Behavioral Competencies:
- Maintains a well‑groomed and professional appearance.
- Displays confidence and ease in engaging conversations.
- Exudes passion and enthusiasm for delivering superior service.
- Strong communication and interpersonal skills.
- Proficient in Microsoft Excel and PowerPoint.
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