Customer Experience Lead

As a Customer Journey Management, your role will involve overseeing the end-to-end experience to ensure smooth interactions at every stage. You will be responsible for leading, mentoring, and motivating customer support teams to deliver consistent service excellence. Your key responsibilities will include: - Acting as the final escalation point for complex customer concerns and ensuring timely resolution. - Identifying pain points, implementing feedback loops, and driving continuous improvement initiatives. - Collaborating with product, operations, and sales teams to align customer-first strategies. - Developing training calendars in coordination with regional teams and ensuring execution across stores. - Monitoring retail staff performance metrics and working closely with operations to address gaps. - Staying updated with retail trends, product knowledge, and competitor practices to enhance training content. In addition to the above responsibilities, the company values skills such as operations management, assessment tools, team collaboration, metrics analysis, and customer focus. Please note that the company has not provided any additional details in the job description.,