Customer Experience Supervisor

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.

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.