Customer Experience Manager [CCP for Retail Professionals & Associates

RO PAWS PTE. LTD.; Singapore; Sur place; SGD 60 000 - 90 000; Plein temps

Résumé du poste

RO PAWS PTE. LTD. is seeking a Store & Customer Experience Lead to oversee service standards across physical stores and online channels. You will mentor the frontline team, handle escalated customer issues, and drive loyalty programs and store events.

The role requires strong leadership in service delivery, people management, data protection awareness, and operational controls. Join a growing pet-care brand in Singapore with a focus on animal welfare and exceptional customer care.

Responsabilités

• Lead the customer experience across stores and online channels, including service standards, pet-owner consultations and after-sales care.
• Recruit, train, coach and schedule frontline team (sales associates, pet care advisors and groomers) and maintain their knowledge.
• Handle escalated complaints, refunds, exchanges and live-animal health guarantee claims within authority limits and follow up until resolved.
• Track and report customer experience measures, including Net Promoter Score, satisfaction, resolution time, repeat-purchase and loyalty rates.
• Run the voice-of-customer programme (surveys, reviews, mystery-shopper feedback) and the loyalty programme, in coordination with marketing and e-commerce.
• Plan and deliver in-store events such as adoption drives, pet workshops, and promotions, including peak-season readiness.
• Ensure the store meets hygiene, animal welfare and safe handling standards, and report any welfare or health concern about an animal immediately.
• Protect customer personal data and comply with data protection and marketing-consent procedures.
• Carry out cash-handling, inventory, and opening/closing controls as delegated.
• Perform any other duties reasonably related to the role, including covering other outlets.

Description du poste

1.Lead the customer experience across the Company’s stores and online channels, including service standards, pet-owner consultations and after-sales care.

2.Recruit, train, coach and schedule the frontline team (sales associates, pet care advisors and, where applicable, groomers) and maintain their product and animal-care knowledge.

3.Handle escalated complaints, refunds, exchanges and live-animal health guarantee claims within the authority limits set by the Company, and follow up until the customer is resolved.

4.Track and report customer experience measures, including Net Promoter Score, customer satisfaction, complaint resolution time, repeat-purchase and loyalty-membership rates, and recommend improvements.

5.Run the voice-of-customer programme (surveys, reviews, mystery-shopper feedback) and the loyalty programme, in coordination with marketing and e-commerce.

6.Plan and deliver in-store events such as adoption drives, pet workshops, and promotions, including peak-season readiness.

7.Ensure the store meets the Company’s standards for hygiene, animal welfare and safe handling, and report any welfare or health concern about an animal immediately (see clause 7.6).

8.Protect customer personal data and comply with the Company’s data protection and marketing-consent procedures(see clause 7.2).

9.Carry out cash-handling, inventory, and opening/closing controls as delegated.

10.Perform any other duties reasonably related to the role, including covering other outlets.