Position Overview
Roles and Responsibilities
Drive Customer Satisfaction, Net Promoter Score for the Brand with insights to Operations and Marketing for intervention and improvement.
Bottom Quartile Management with respect to Key Performance indicators such as Concerns, NPS etc.
End 2 End Customer issue management and resolution. Take ownership and ensure Guest win-back.
Should have sufficient knowledge of Social Media and its impact on Brand.
Training need intervention Should have a knack of data driven insights and give inputs for Store intervention & periodic developments.
Collaborate with Marketing, Ops & other cross functional channels to ensure Guest Voice is shared and qualitative actionable is created.
Should be able to take ownership and drive excellence, communication skills and ability to read/present data.
Partner Management reviewing performanc...