General Responsibilities:

1. Offering a memorable in-store customer experience and make our stores a place of surprises and emotions for our customers: 

Review experiential touchpoints during events, in store animations and daily store life to improve customer path. 

Envision and improve the customer journey through the daily gestures of welcome, sales experience, farewell, etc.

Involvement and presence for all in store animation and events to understand customer engagement and touch points.

Improve on the communication channels and outreach for new customers, returning customers, aftersales processes and follow up, how to say no to product being unavailable etc. 

Implement strategies to recruit new customers. 

Identify ways to retain the existing pool of customers through different engagement channels to increase loyalty and satisfaction. 

Work closely with CRM to generate customer segmentation.  

Define the HRM gifting and store services. 

2. Measuring and improving customer experiences through the following:

Understand each store’s challenges and to explore with the Stores on their areas of improvement. 

Monitor the monthly CX Mystery shopping reports and improving the service levels across stores. 

Follow closely all customer compliments and complaints.

Set measurable service KPIs for the stores. 

Learn with the Paris CX team and the region to share best practices. 

Work closely with CRM and clienteling on all activations and outcome. 

3. Enriching the customer experiences via: 

Drive global or local initiatives to bring more element of surprise to customers through new services, deliveries, payment solutions and personalization. 

Support omni- channel activities and deployment across the stores in collaboration with Retail Operations team. 

Understand the usage of different tools used at the stores and to see how to improve on them: H vibes, MyFolio, Hcare, KBC wishes, Proxima. 

Broad spectrum understanding of market practices for services across luxury brands. 

Being the main liaison with EMESA’s Call Centre; to improve and refine the standard operating procedures and messages to customers. 

Define the gestures in SAV.

4. Handling customers complaints: 

Identify pain points and resolving the different types of customer complaints. 

Answer all complaints in a timely manner, either by written or verbal, with assistance from the stores

Liaise with the regional legal department on complaints that have legal repercussions 

Highlight to management issues that could lead to bigger escalations. 

Develop a standard commercial gesture policy for service recovery.

Keep HR updated on service lapses on the part of any individual staff when they occur.  

5. Training and continuous coaching: 

Support and deploy worldwide and regional implementation and initiatives for CX activities. 

Taking lead with the region on all H2C Service training for Malaysia. 

Develop morning brief and service energizers to train the teams. 

Create a strong service centric culture. 

Build a HRM CX community with strong client centric ambassadors. 

6. Define and differentiate the Pavilion Flagship Experience. 

Drive a heighten level of service. 

Create inspiring moments for Customers Experience at different parts of the year; summer, winter, launch of season specials, etc. 

Curate special services such as catering, perfume personalization, etc

Improve on the queue and waiting process. 

Requirements & Capabilities:

University graduate in related disciplines.

At least 6 years of experiences in luxury and / or retail industry, preferably in CRM and Customer Experience. 

Client centric with good business acumen, meticulous and good analytical skills.

Excellent communication skills, organized and strong problem-solving skills.

Effective project manager able to handle multiple projects.

Ability to work independently and to adapt in a fast-paced, changing environment. 

Fluent in English and French is a plus.