Customer Experience Officer

ROLE OVERVIEW:

The Customer Experience Officer ensures a seamless and personalized journey for every customer, focusing on engagement, retention, and service excellence. This role bridges customers, skin therapists, and management to enhance satisfaction and loyalty.

KEY RESPONSIBILITIES:

1. New Customer Engagement:

• Conduct consultations to assess customer needs and recommend treatments

• Provide orientation on spa services, membership benefits, and booking processes

• Ensure follow-through to enhance onboarding and encourage repeat visits

2. Lapsed Customer Engagement:

• Reach out to inactive customers with personalized communication

• Implement recall strategies to re-engage lapsed customers

• Monitor retention rates and suggest improvements for reactivation

3. Regular Customer Engagement:

• Conduct periodic reviews of treatment plans to ensure satisfaction and progress

• Build long-term relationships through personalized touchpoints and loyalty programs

• Maintain records of customer preferences and feedback for future visits

4. Customer Assignment Management:

• Reorganize therapist assignment for seamless service and relationship management

• Resolve service disruptions and optimize therapist availability for smooth customer experiences

5. Customer Reviews & Feedback Management:

• Monitor and respond to customer feedback on Google, Facebook, and social media

• Address concerns and negative reviews diplomatically, ensuring issue resolution

• Use positive feedback to strengthen brand reputation and customer trust

6. Service & Operations Support:

• Assist skin therapists during peak hours to enhance service turnaround and flow

• Support operations and management with ad-hoc tasks for service efficiency

• Share customer insights in team meetings to improve processes

KEY SKILLS & COMPETENCIES:

• Strong interpersonal and communication skills

• Customer-centric mindset with a focus on relationship building

• Problem-solving abilities and conflict resolution skills

• Experience with CRM tools and social media platforms

• Attention to detail and organizational skills