Customer Experience Manager at Gatimo Apparel

Job Summary

• Our customers are the most important people in our business. Hence, we adopt a Customer First Culture.
• The responsibility of this role is to drive excellent and superior customer experience across the organization – internal and external.

Responsibilities

• Drive, set, and maintain brand experience across all customer touchpoints - e-commerce, brick & mortar, and other online channels.
• Drive customer experience culture and governance
• Work with all units to meet customer needs and expectations. Manage end-to-end customer experience strategy for the entire business – online and offline.
• Organize, plan, and monitor the company’s customer experience team to ensure optimized interaction between the organization and customers
• Develop and implement strategies to improve customer relationships, experience, and retention.
• Premium Brand Audit, monitoring and driving compliance to premium standards in-store and across channels to ensure a unified experience across channels
• Collect, analyze, and interpret customer data to gain insights for business decision-making.
• Manage the Contact Center to ensure compliance with the SLA, and ensure the communication is consistent and aligned with organizational goals.
• Responsible for training front-end team (Store Team) and entire organization on customer experience to achieve alignment company-wide.