• Work closely with the Customer Experience teams of the brand to support the strategy to implement the Group driven projects and initiatives and identify areas or processes for service improvement and recommend specific process related improvement actions.

• Collaborate with brand/ops/tech team to enhance existing processes and deploy NPS, CSAT, Mystery Shopper program to drive Service Excellence based on independent assessments of service quality and benchmark against competitor.

• Ensure the analysis of service failures and complaints are carried out to surface trends in service gaps and process weaknesses in the operations, logistics or other interfacing functional departments (e.g. IT, Marketing, CRM, Loyalty, technology, etc.) that may impact service excellence.

• Determine department-specific Continuous Improvement objectives and drive process improvements utilizing lean methodologies

• Support brands CX lead, trade manager to implement Improvement initiatives and set up , facilitate process improvement workshops.
Customer Care third party relationship
• Ensure a good relationship with our third party outsourced.
• Responsible of calibrating the service between external and internal stakeholders

Data Analysis and RCA
• Deep dive in analyzing and consolidating voice of the customer and voice of the employee
• Ability to weigh all the consolidated feedback and weight it against what is critical to customer and business
• Expert in root cause analysis

Systems & Procedures
• Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.
• Ensure to keep client confidentiality and company policies for data protection and security at all times.
• Ensure that the in-house processes and procedures are adhered to at all times
• Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.
• Stakeholder management and ability to support and influence senior management
• Great communication skills
• Experienced in applying design thinking, 6 sigmas.
• Track record of successful delivery of process improvement projects.