Customer Experience Manager

4 days ago

Bucharest, Bucureşti, Romania IVHR Full time 30,000 - 60,000 per year

Customer Experience Manager Department: Retail Operations & Loyalty

Customer Experience Managerul este responsabil pentru proiectarea, implementarea si optimizarea experientei de client end-to-end in cadrul Stirbei Palace, prin coordonarea programului TOFF Society, a serviciilor de concierge si a standardelor de servicii in toate zonele de interactiune cu clientii.

Scopul rolului este de a transforma fiecare contact intr-un moment memorabil, crescand valoarea pe viata a clientului, loialitatea fata de brandurile din Stirbei Palace si prestigiul ansamblului.

Responsabilitati:

  1. Strategie & Implementare:

  2. Dezvolta si implementeaza strategia de Customer Experience, aliniata cu viziunea TOFF Society si cu identitatea Stirbei Palace.

  3. Coordoneaza lansarea si operarea programului de loialitate (tiers, beneficii, CRM, aplicatie digitala).

  4. Creeaza si aplica proceduri clare pentru toate touchpoint-urile: in-store, online, concierge, evenimente private.

  5. Defineste si urmareste indicatorii de performanta (NPS, CLV, retention, redemption rate).

  6. Management Operational

  7. Supervizeaza echipa de concierge si customer care, asigurand raspunsuri rapide si personalizate.

  8. Gestioneaza relatiile cu furnizorii de servicii externe (CRM, card printing, aplicatie, parteneri de lifestyle).

  9. Asigura trainingul personalului front-line in tehnici de customer obsession si luxury engagement. - Coordoneaza calendarul de activitati, evenimente si campanii destinate membrilor TOFF Society.

  10. Analiza & Optimizare

  11. Monitorizeaza feedback-ul clientilor si propune actiuni corective bazate pe insight-uri reale.

  12. Conduce audituri periodice ale experientei in magazin, online si in aplicatie.

  13. Analizeaza datele CRM pentru personalizarea comunicarii, recompenselor si ofertelor.

  14. Prezinta lunar rapoarte catre board privind performanta CX si recomandari de imbunatatire.

  15. Cultura de Excelenta in Servicii

  16. Defineste standardele de comportament, limbaj si atitudine pentru tot personalul de contact.

  17. Promoveaza filosofia "Exclusivity must be felt, not claimed."

  18. Integreaza traininguri inspirate din filosofia Excellence Wins (Horst Schulze) in programele interne.

Profile & Skills

  • Minimum 5 ani experienta in Customer Experience, Luxury Retail, Hospitality sau Airline Premium Services.

  • Cunoastere avansata a sistemelor CRM, programelor de loialitate si indicatorilor CX (NPS, CLV, engagement).

  • Leadership, empatie si atentie exceptionala la detalii.

  • Excelenta capacitate de comunicare in romana si engleza.

  • Gandire strategica combinata cu executie operationala impecabila.

  • Studii: business, marketing, hospitality, sau luxury management.

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