Customer Experience Manager Jobs

A client experience manager develops processes for each step of the customer lifecycle. Their responsibilities are to build relationships with clients and seek feedback in order to improve the overall client experience on behalf of Hing Wa Lee.
The ideal candidate will be responsible to create one-of-the kind luxury in-store and online experience. The candidate should be comfortable multitasking and working cross-functionally with different business units. The ideal candidate will have previous experience in related fields.
RESPONSIBILITES
Design & Improve the customer experience
-Establish process and procedures to create a luxury in-store and online experience -Training and coaching sales employees
-Prepare manual and presentations of procedures and reevaluate processes, -Ensure brand regulatory, compliance and legal rules are followed
Increase customer satisfaction, loyalty, and advocacy
- Manage and enhance CRM system
- Guide team in effective client issues resolution and handle any escalations
- Map the customer journey and identify opportunities to for continuous improvement - Test new strategies for driving customer value
QUALIFICATIONS
-3+ years of experience in a similar role, preferably having experience or has worked in luxury retail in the past
- Experience in guest relationship or worked for private country clubs or luxury high end hotels member or client relations in the past
- Bi-lingual, Chinese / Korean and English is a plus
- Strong organizational and communication skills
- Strong ability to multitask
- Comfort working with multiple groups within business