Customer Experience Assistant Manager - Luxury Retail

Mô tả Công việc
This position holds full responsibility for driving customer experience and service quality standards for Rolex at DAFC
ROLES:
· To lead and manage the overall customer experience and service quality across Rolex boutique operations.
· Ensure consistency with brand standards through well-designed customer journeys, team capability development, and effective service quality control.
RESPONSIBILITIES:
1. Customer Journey & Experience Management
Design and standardize key customer journeys, including new customers, sales, VIP experience, after-sales, and client retention
Define touchpoints, service standards, roles, and service level agreements (SLAs)
Ensure consistent execution aligned with brand standards
Assess service readiness across boutiques, including pre-opening preparation
2. Training & Team Development
Develop and implement structured training programs (onboarding and ongoing)
Enhance team capabilities in luxury service, client handling, and VIP engagement
Conduct roleplay sessions (including English) and in-store coaching
Monitor training effectiveness and continuously improve materials
3. Service Operations & Complaint Handling
Oversee the end-to-end complaint handling process from intake to closure
Establish SLAs, case prioritization, and escalation protocols
Collaborate with relevant stakeholders to ensure timely and effective resolution
Analyze root causes and drive service improvement initiatives
4. CX Governance & Quality Control
Develop and manage service quality frameworks (QA, scorecards)
Implement and oversee Mystery Shopper programs
Monitor performance, provide insights, and drive continuous improvements
5. VIP Client Experience & Communication
Execute VIP client strategies to ensure personalized and consistent experiences
Develop and enforce communication guidelines across all client touchpoints (in-store and digital)
Manage client expectations, particularly regarding product availability and service commitments
6. Cross-functional Collaboration
Marketing: Ensure service readiness for campaigns; monitor service impact and recommend mitigation actions.
CRM/Data: Define data requirements to support CX and VIP management. Leverage insights to enhance customer journeys and training effectiveness
Other: Take on additional responsibilities as required by business needs, subject to capacity and prioritization alignment with line manager