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Customer Experience Executive

0 - 1 years

0 Lacs

goregaon east mumbai maharashtra

Posted:2 days ago| Platform: SimplyHired logo

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Skills Required

bachelor's degree diploma

Work Mode

On-site

Job Description

JOB DESCRIPTION

Unique Role ID:

SECTION I: BASIC INFORMATION ON THE ROLE

Role Name / Designation
Customer Experience Executive
Job Title Code

Function / Department
Mall Management
Grade/Level

Organisational Relationships

Immediate supervisor / manager



Senior Manager - Operations

Positions reporting to the same supervisor/ Peers
Customer Experience Executive

Position titles of direct reportees
Agency Staff

SECTION II: PURPOSE OF THE ROLE

The purpose of this role is to ensure on- ground implementation of all SOPs in the Mall and managing customer experience as the first point of contact

ROLE DOCUMENTATION

Role profile documented by
Binal Shah

Role profile validated by

Date of validation
27.9.21

SECTION III: DO - KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE

Accountabilities attached to the role

Accountability

Primary
Information desk operations
  • Handling the loyalty program and customer queries through the information desk

    Ensure proper floor management
  • Oversee agencies activities e.g cleaning, etc

  • Responsible for the issues closure, daily checklist completion on Pazo

  • Keeping the washrooms ready and free of snags


    • Ensure timely MIS and reporting
  • Prepare Daily Manager on duty reports
  • Maintain log of complaints on Pazo

  • Prepare up to date footfall records, parking records, etc

  • Benchmarking with other malls

  • Weekly and monthly kitchen and pest audits

    • Ensure appropriate vendor management
  • Monitor day to day tasks performed by agencies

  • Resolve issues raised by agencies on a day to day basis

    • Manage the inventory of consumables
  • Conduct stock taking of consumables

  • Flag off consumables requirement as per minimum required levels

  • Track issue of consumables

    • Train & brief outsourced agencies & staff

    Ensure delightful customer experience at all touch points
  • Monitor customer interaction by staff at all touch points

  • Ensure upkeep of all facilities

  • Ensure compliance with starting time, etc.

  • Ensure grooming standards are met by the mall staff and promoters

    • Ensure Safety compliance on each floor

    Responsible for overall parking operations

    Secondary
    Ensure fixed asset maintenance
  • Periodically check fixed assets and report any damages, etc

    • Smooth operations of the events
  • Ensure smooth crowd management during events, contest and public holidays
  • Manage the logistics of the events, eg. Stage set up, hygiene of the event, etc

    • SECTION IV: DELIVER - KEY OUTPUTS/ RESULTS FROM THE ROLE

    KEY RESULT AREAS
    KEY PERFORMANCE INDICATORS

    Inventory cost control
    % overrun of inventory cost vis-à-vis budget

    Retailer satisfaction
    % satisfaction score in retailer satisfaction survey

    Shopper satisfaction
    % satisfaction score in shopper satisfaction survey

    Mall operations upkeep
    % Score in mystery audits conducted in the Mall

    Training of staff
    Meet specified no of training man days for all staff

    Safety
    No death/serious injury due to operational negligence

    MIS & Reporting
    Compliance to schedule

    SECTION V: DISPLAY - KNOWLEDGE AND SKILLS

    Qualifications and Technical Skills
    Graduate or 3 yrs diploma in hotel management or equivalent


    Overall and Specific experience
    Overall 0-1 years


    Competency
    Proficiency Level

  • Accountability and Ownership
  • Executing

  • Achievement Orientation
  • Executing

  • Process and Quality Focus
  • Executing

  • Developing People Capability
  • Executing

  • Team Work and Collaboration
  • Executing

  • Planning and Organizing
  • Executing

    • SECTION VI: KEY INTERACTIONS

    Key interaction - Internal
    Nature or purpose of interaction

    Mall Accounts
  • Vendor payments, retailer receipts

    • Purchase
  • Capex purchases

    • Mall Marketing
  • Promotions, celebrity management

    • Admin
  • Stationery, staff facilities

    • IT Department
  • Wi fi connectivity in Mall, etc

    • Security
  • Deployment of floor guards, escalations with regards to frisking, car checking, customer incident

    • Engineering
  • For maintenince of the common area, washrooms, foodcourt

    • Fire & Safety
  • Incase of emergency, evacuation drills

    • Key interaction - External
    Nature or purpose of interaction

    Agencies
  • Ensure working as per SOPs

    • Shoppers
  • Feedback on mall upkeep, operations

    • Retailer
  • Address concerns on upkeep, footfall, etc

    • SECTION VII: OTHER RELATED INFORMATION

    Oversees the work of approx. 20-25 outsourced agency staff

    Agencies under CEE's supervision - Housekeeping, Parking, Pest Control, Horticulture, Nurse & Ambulance, Organic Waste Converter

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    Oberoi Realty

    Real Estate

    Mumbai

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