Defineand oversee Delugs’ customer journey across all channels (online andoffline).
Map every customer touchpoint and identify opportunities to enhance engagement, satisfaction, and loyalty.
Serve as the primary escalation and engagement contact for VIP and high-touch clients—building personal rapport and long-term relationships.
Develop a system of proactive outreach, surprise-and-delight moments, and lifecycle-based communication (e.g., post-purchase, birthday, first order, lapse recovery).
Training & Enablement
Develop a training curriculum and playbooks for our Retail and Customer Service teams covering:
oProduct knowledge (materials, compatibility, care, story).
oConversational prompts to enhance client satisfaction and confidence.