Bartender - Duomo Restaurant

The job posting is outdated and position may be filled
Summary:
Our client is in search of an experienced customer oriented professional to provide leadership and direction to the overall customer experience and relations management function to ensure consistent quality in service delivery, best-in-class customer experience, and ultimately, customer retention and expansion of the customer base across all sales channels
Duties and Responsibilities:
Customer Experience Strategy
Drive and own the customer experience strategy and execution roadmap covering all relevant functions; govern the end-to-end strategy to ensure accountability for results
Provide subject-matter expertise on leading practice frameworks for understanding customer engagement and behavior (segmentation, cohort modelling, behavior analysis etc)
Ensure the delivery of excellent customer experience in accordance with the company s vision and leading practices, across its various channels
Apply design thinking in mapping and creating seamless customer journeys across the sales channels
Establish metrics for defining the relationship with the customer
Customer Insights and Analytics
Lead the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience industry
Ensure in-depth complaint analysis and root-cause resolution efforts to help identify opportunities that bring substantial improvements to customer experience by reducing drivers of complaints across products, processes, and policies
Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc) and provide useful information to the market intelligence department for analysis and inference
Liaise with other customer-facing functions to obtain and provide information on customers
Manage third-party agencies to run customer surveys/research if required
Customer-centric Culture
Foster and work with all department leaders to promote a customer-focused culture within the organisation
Conduct periodic and unscheduled visits to SIMS outlets to ensure compliance with service charter
Drive accountability for customer experience across the organisation; develop experience KPIs across all levels of leadership
Call Centre Operations
Develop and drive the implementation of programmes or initiatives for customer relations and call centre operations
Approve schedules for call centre staffing/ work shifts to ensure adequate number of officers on a continuous basis to attend to customers enquiries and complaints
Conduct periodic audits of call centre operations to ensure continuous efficiency in service delivery Capacity Building
Ensure continuous training of customer service representatives to ensure quality and timely delivery Customer Issues Resolution
Ensure that customer queries and complaints across all platforms (telephone, website, and social media) are logged and addressed effectively and in a timely manner
Institute relevant systems to support the customer service framework and ensure timely resolution of complaints or enquiries from customers
Coordinate the provision of customers concerns to sales executives in relevant locations and follow up to ensure resolution and customer satisfaction
Escalate unresolved issues to the relevant head of department or Chief Marketing Officer as appropriate and follow-up to ensure proper resolution
Others
Provide advice on where to make investment decisions that will give the highest customer impact
Prepare periodic activity reports for the attention of the Chief Marketing Officer, highlighting improvement opportunities resulting from customer engagement
Be an ambassador of the organisation s values of customer centricity, integrity, innovation, positivity, and passion
Perform any other duties assigned by the Chief Marketing Officer Requirements The requirements listed below are representative of the Knowledge, Skill and/or ability required to perform this job satisfactorily
Bachelor s degree or its equivalent in sales, marketing, business administration or related discipline
10+ years relevant experience in customer experience management
Proven experience designing and delivering human centered experiences
A good understanding of CX leading practices
Thorough understanding of qualitative and quantitative research, journey design and agile methodologies
Good experience with all aspects of Net Promoter Score metric, calculations and reporting including tNPS and rNPS
Experience or exposure to analytical tools such as Power BI, Tableau
Proven leadership/supervisory and people management skills
Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
Excellent analytical and problem-solving skills
Head, Customer Experience
Summary:
Our client is in search of an experienced customer oriented professional to provide leadership and direction to the overall customer experience and relations management function to ensure consistent quality in service delivery, best-in-class customer experience, and ultimately, customer retention and expansion of the customer base across all sales channels
Duties and Responsibilities:
Customer Experience Strategy
Drive and own the customer experience strategy and execution roadmap covering all relevant functions; govern the end-to-end strategy to ensure accountability for results
Provide subject-matter expertise on leading practice frameworks for understanding customer engagement and behavior (segmentation, cohort modelling, behavior analysis etc)
Ensure the delivery of excellent customer experience in accordance with the company s vision and leading practices, across its various channels
Apply design thinking in mapping and creating seamless customer journeys across the sales channels
Establish metrics for defining the relationship with the customer
Customer Insights and Analytics
Lead the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience industry
Ensure in-depth complaint analysis and root-cause resolution efforts to help identify opportunities that bring substantial improvements to customer experience by reducing drivers of complaints across products, processes, and policies
Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc) and provide useful information to the market intelligence department for analysis and inference
Liaise with other customer-facing functions to obtain and provide information on customers
Manage third-party agencies to run customer surveys/research if required
Customer-centric Culture
Foster and work with all department leaders to promote a customer-focused culture within the organisation
Conduct periodic and unscheduled visits to SIMS outlets to ensure compliance with service charter
Drive accountability for customer experience across the organisation; develop experience KPIs across all levels of leadership
Call Centre Operations
Develop and drive the implementation of programmes or initiatives for customer relations and call centre operations
Approve schedules for call centre staffing/ work shifts to ensure adequate number of officers on a continuous basis to attend to customers enquiries and complaints
Conduct periodic audits of call centre operations to ensure continuous efficiency in service delivery Capacity Building
Ensure continuous training of customer service representatives to ensure quality and timely delivery Customer Issues Resolution
Ensure that customer queries and complaints across all platforms (telephone, website, and social media) are logged and addressed effectively and in a timely manner
Institute relevant systems to support the customer service framework and ensure timely resolution of complaints or enquiries from customers
Coordinate the provision of customers concerns to sales executives in relevant locations and follow up to ensure resolution and customer satisfaction
Escalate unresolved issues to the relevant head of department or Chief Marketing Officer as appropriate and follow-up to ensure proper resolution
Others
Provide advice on where to make investment decisions that will give the highest customer impact
Prepare periodic activity reports for the attention of the Chief Marketing Officer, highlighting improvement opportunities resulting from customer engagement
Be an ambassador of the organisation s values of customer centricity, integrity, innovation, positivity, and passion
Perform any other duties assigned by the Chief Marketing Officer
Requirements The requirements listed below are representative of the Knowledge, Skill and/or ability required to perform this job satisfactorily
Bachelor s degree or its equivalent in sales, marketing, business administration or related discipline
10+ years relevant experience in customer experience management
Proven experience designing and delivering human centered experiences
Relevant experience leading customer experience transformation initiatives
A good understanding of CX leading practices
Thorough understanding of qualitative and quantitative research, journey design and agile methodologies
Good experience with all aspects of Net Promoter Score metric, calculations and reporting including tNPS and rNPS
Experience or exposure to analytical tools such as Power BI, Tableau
Proven leadership/supervisory and people management skills
Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
Excellent analytical and problem-solving skills
The requirements listed below are representative of the Knowledge, Skill and/or ability required to perform this job satisfactorily Bachelor s degree or its equivalent in sales, marketing, business administration or related discipline 10+ years relevant experience in customer experience management Proven experience designing and delivering human centered experiences Relevant experience leading customer experience transformation initiatives A good understanding of CX leading practices Thorough understanding of qualitative and quantitative research, journey design and agile methodologies Good experience with all aspects of Net Promoter Score metric, calculations and reporting including tNPS and rNPS Experience or exposure to analytical tools such as Power BI, Tableau Proven leadership/supervisory and people management skills Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders Excellent analytical and problem-solving skills
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