Responsibilities
Do you embrace your love and passion for the following activities
- Analyze the performance of client care related to customer journeys in collaboration with area leaders, providing operational insights to enhance the customer journey.
- Conduct training needs analysis and design tailored training modules for the operational team to uphold an engaging and enjoyable customer journey, with clear and measurable training objectives.
- Deliver training sessions to the clinic team, including new hires and clinic leaders, ensuring they understand the customer journey flow and company values to support consistent implementation in daily operations.
- Develop customer experience standards aligned with the company's vision and business needs, serving as a guide for the clinic team in delivering excellent service.
- Stay updated on beauty industry trends related to customer service to identify new opportunities for enhancing the customer journey.
- Foster strong relationships and effective collaboration with internal and external stakeholders to support the achievement of business objectives.
- Monitor and evaluate program implementation, target achievement, and clinic customer satisfaction performance to ensure alignment with planned goals.
- Supervise and assess team members performance to ensure their output meets business requirements and maintains operational excellence.
- Prepare detailed training reports for relevant leaders, showcasing the outcomes and success of training initiatives.
Requirements
Does it match your criteria
- Bachelor's degree in Management, Marketing, Hospitality, or a related field.
- 2 - 3 years of experience in Service Assurance within the FMCG, Beauty, Dermatology, or Healthcare industries.
- Strong understanding of training and customer journey management.
- Proficient in Customer Service Management, Training Delivery, Learning Management, and Audit Management.
