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 customer’s 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

• Bachelor’s 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