Customer Experience Officer

Responsibilities

• 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
• 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
• 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
• Customer Assignment Management:
• Reorganize therapist assignment for seamless service and relationship management
• Resolve service disruptions and optimize therapist availability for smooth customer experiences
• 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
• 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

Additional Information

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.

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Company Intel

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