Customer Experience Manager

Posted: Wednesday, 23 July 2025
Valid Thru: Friday, 22 August 2025
Index Requested on: 07/23/2025 19:26:31
Indexed on: 07/23/2025 19:26:31

Location: Kuala Lumpur, 14, , MY

Industry: Advertising and Public Relations
Occupational Category: 13-0000.00 - Business and Financial Operations
Type of Employment: FULL_TIME

Permanent, a division of Hermes, is hiring!

Description:

General Responsibilities:

1. Offering a memorable in-store customer experience and make our stores a place of surprises and emotions for our customers:
  • Review experiential touchpoints during events, in store animations and daily store life to improve customer path.
  • Envision and improve the customer journey through the daily gestures of welcome, sales experience, farewell, etc.
  • Involvement and presence for all in store animation and events to understand customer engagement and touch points.
  • Improve on the communication channels and outreach for new customers, returning customers, aftersales processes and follow up, how to say no to product being unavailable etc.
  • Implement strategies to recruit new customers.
  • Identify ways to retain the existing pool of customers through different engagement channels to increase loyalty and satisfaction.
  • Work closely with CRM to generate customer segmentation.
  • Define the HRM gifting and store services.


2. Measuring and improving customer experiences through the following:
  • Understand each store's challenges and to explore with the Stores on their areas of improvement.
  • Monitor the monthly CX Mystery shopping reports and improving the service levels across stores.
  • Follow closely all customer compliments and complaints.
  • Set measurable service KPIs for the stores.
  • Learn with the Paris CX team and the region to share best practices.
  • Work closely with CRM and clienteling on all activations and outcome.


3. Enriching the customer experiences via:
  • Drive global or local initiatives to bring more element of surprise to customers through new services, deliveries, payment solutions and personalization.
  • Support omni- channel activities and deployment across the stores in collaboration with Retail Operations team.
  • Understand the usage of different tools used at the stores and to see how to improve on them: H vibes, MyFolio, Hcare, KBC wishes, Proxima.
  • Broad spectrum understanding of market practices for services across luxury brands.
  • Being the main liaison with EMESA's Call Centre; to improve and refine the standard operating procedures and messages to customers.
  • Define the gestures in SAV.


4. Handling customers complaints:
  • Identify pain points and resolving the different types of customer complaints.
  • Answer all complaints in a timely manner, either by written or verbal, with assistance from the stores
  • Liaise with the regional legal department on complaints that have legal repercussions
  • Highlight to management issues that could lead to bigger escalations.
  • Develop a standard commercial gesture policy for service recovery.
  • Keep HR updated on service lapses on the part of any individual staff when they occur.


5. Training and continuous coaching:
  • Support and deploy worldwide and regional implementation and initiatives for CX activities.
  • Taking lead with the region on all H2C Service training for Malaysia.
  • Develop morning brief and service energizers to train the teams.
  • Create a strong service centric culture.
  • Build a HRM CX community with strong client centric ambassadors.


6. Define and differentiate the Pavilion Flagship Experience.
  • Drive a heighten level of service.
  • Create inspiring moments for Customers Experience at different parts of the year; summer, winter, launch of season specials, etc.
  • Curate special services such as catering, perfume personalization, etc
  • Improve on the queue and waiting process.


Requirements & Capabilities:
  • University graduate in related disciplines.
  • At least 6 years of experiences in luxury and / or retail industry, preferably in CRM and Customer Experience.
  • Client centric with good business acumen, meticulous and good analytical skills.
  • Excellent communication skills, organized and strong problem-solving skills.
  • Effective project manager able to handle multiple projects.
  • Ability to work independently and to adapt in a fast-paced, changing environment.
  • Fluent in English and French is a plus.

Responsibilities:

Please review the job description.

Educational requirements:

  • high school

Desired Skills:

Please see the job description for required or recommended skills.

Benefits:

Please see the job description for benefits.

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