The Customer Experience and Training Lead ensures our customers receive best-in-class gelato customer experiences, thereby fostering a strong sense of community around the brand. This involves developing strategies to achieve best-in-class customer experience; executing training programs; and enabling a company-wide culture of service excellence and service language; and engaging with the Birds of Paradise community to build customer loyalty.
Responsibilities
CUSTOMER EXPERIENCE MANAGEMENT
· Develop and implement strategies to enhance overall customer experience, ensuring satisfaction and loyalty.
· Oversee and manage the customers journey with the brand, ensuring each touchpoint is delivered with warmth and empathy
· Monitor customer interactions and feedback to identity areas for improvement
· Oversee and manage all customer-related feedback and enquiries
· Collaborate across departments to address customer feedback and concerns, and implement solutions.
· Analyse customer data and feedback to identify trends and opportunities for improvement.
· Oversee Customer Relationship Management (CRM) system in collaboration with other managers
· Act as a customer advocate within the organization, championing the voice of the customer in strategic decisions.
TRAINING PROGRAM DEVELOPMENT
· Design and execute customer service and operations training programs to create high-performing teams
· Develop training materials, manuals, and resources to ensure consistent service delivery
· Conduct regular training sessions for staff to enhance their product and operational knowledge, and customer service skills, ensuring the team is well-equipped to perform their deliverables
· Evaluate training effectiveness and continuously update training programs based on feedback and performance metrics
· Check for correct application and understanding of training at different points in the year through regular boutique visits or other forms of assessment
· Instil a culture of service excellence through initiatives
· Establish and monitor key performance indicators (KPIs) related to customer satisfaction metrics.
· Stay updated on industry trends and best practices in customer experience and training methodologies.
QUALITY ASSURANCE
· Establish quality assurance processes to maintain high standards of service delivery.
· Conduct regular audits and assessments to measure service quality and compliance with company standards.
· Implement corrective actions and improvement plans as necessary.
TEAM LEADERSHIP AND DEVELOPMENT
· Lead and motivate a team of customer service trainers
· Provide coaching and mentorship to enhance individual and team performance
· Foster a culture of continuous learning and professional development within the department
· Work occasional shifts to stay relevant
· Foster a culture of care through regular interaction with boutique teams
DATA ANALYSIS AND REPORTING
· Utilize data analytics tools to generate insights into customer behavior and service trends.
· Analyse data from various platforms to drive improvement
· Prepare regular reports and presentations for senior management, highlighting key performance metrics and improvement opportunities.
WE ARE LOOKING FOR SOMEONE WITH
high emotional intelligence
warm & positive interpersonal skills
collaborative skills
excellent communication skills
strong leadership and managerial skills with the ability to motivate and develop a team
analytical mindset with the ability to interpret data and make data-driven decisions
ability to thrive in a fast-paced entrepreneurial environment and manage multiple priorities effectively
strong project management skills with the ability to prioritise and manage multiple initiatives
empathy & a heart of service
an eye for aesthetics
a high standard of integrity, professionalism and work ethic
an ambassador who believes in & embodies our brand vision, mission & values
REQUIREMENTS & QUALIFICATIONS
Bachelors degree in Business Administration, Marketing, Communications, Hospitality or a related field
Proven experience in customer experience management, with a focus on customer experience and training
Proven experience in designing and delivering training programmes
Knowledge of CRM systems and customer service software is advantageous
Certification in customer experience management or related fields is a plus
Certification in training is a plus
Proficient with Microsoft Office and Google Suite
We delight in creating gelato of the finest quality, inspired by the botanical flavours of nature.
At Birds of Paradise Gelato Boutique, our values of Quality, Balance, Trust, Care, and Delight guide us in working towards our vision and mission.
Vision: To make the world a better place
Mission: Delight our customers, Nurture our staff, Contribute to community
Workplace: Across Singapore (East, Central, North)
Job Type: fulltime
Education: Bachelor's degree
Work location: On-site
