Executive - Customer Experience

Role & responsibilities

JOB DESCRIPTION

Designation

Executive Customer Experience

Grade

E2

Department

Mall – Customer Experience

Sub Department

Reporting to

AGM – Mall Operations

Created On

Job Responsibilities:

KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE

1. Ensuring 100% Customer Experience

• Experience all mall facilities from customer’s perception.
• Identify the challenges customer faces in daily operations.
• Highlight the additions required in terms of facilities/services required in the existing system/operations.
• Analyze & initiate the new services form competitive malls & other similar organizations to enhance customer experience.
• Visiting competitive on monthly basis.
• Visiting our mall as a customer on monthly basis.

2. Ensuring 100% Customer Satisfaction

• Identify & anticipate Customer needs.
• Understanding factors influencing customer satisfaction and dissatisfaction
• Tracking, resolving and notifying all the customer Complaints/Suggestions/Compliments to the line manager or the concerned departments.
• Addidng new customer service on quaterly basis.
• Monitoring achieving desired results in RSI & CSI to identify changes in Customer preferences and market trends
• Managing Smooth traffic flow of customers and vehicles.

3. Managing daily mall operations.

• Keeping track of entire mall status & agency activities on digital platform.
• Completing daily checklist by visiting all locations in the mall.
• Revieing site checklists filled by the agency partners.
• Raising & tracking complaints on digital platform.

4. Managing the Loyalty Program of the Mall

• Responsible for handling Loyalty program “Club UnO”
• Keeping the Loyalty records upkeep and stock inventory with no variance to be maintained.
• Tracking the Club UnO issues and get it rectified with the help of marketing department.

5. Planning & Maintaining Budget

• Responsible to plan and adherence to planned budget.
• Need to manage all consumables and the manpower billing as per budget.
• Review actual costs vs budget, and take corrective actions

6. MIS

• Mailing & maintaining daily/monthly/annually reports (DMR, Asset inventory, MMR, Club UnO inventory tracker etc.)
• Preparing & presenting the Monthly Mall Report to the General Manager on monthly basis.

7. Audits.

• Responsible for the mystery audit for all the departments to achieve desired result (90% in all categories).
• Accountable to take spot audits for outsourced agencies on daily basis.
• Responsible to conduct cleaning and food audit for all F & B outlets in the mall.
• Conducting audit of agencies and vendors (Food audit, cleaning audit, parking audit) as per planned schedule adhering to the yearly audit calendar.

8. Vendor Management

• Accountable for whole process of vendor finalization with adherence to company policies and govt. law & regulations.
• Coordinating with vendors as per the consumable requirement for day to day operations.

9. Responsible for Admin/Billing/SAP

• Responsible for SAP management. (All Invoices/Purchase orders/Work Orders of Operations Dept.)
• Maintaining the tracker for all the entries made in the SAP.
• Accountable for maintaining bill register and coordinating with Accounts dept. for payments of the vendors.

10. Educating & motivating the agency Partners.

• Training Sessions for agency Partners covering all team members.
• Daily briefings and FAQ tests on weekly basis.
• Responsible to conduct Reward & Recognition Program every quarter covering all agencies

11. Mall operations Management

• Responsible for the smooth operation of all outsourced agencies (HK, Parking, Horticulture, Pest Control & First Aid).
• Foodcourt Management (Tray tracking, Cleanliness & Pest treatment of entire Foodcourt including all outlets)
• Responsible for safety of internal & external customers by knowing all the protocols in case of an emergency.
• Ensure hassle free environment for all agency staff.
• Conducting the Employee satisfaction survey twice in year to create a friendly work environment for each & every employee.

Experience – 5 to 6 years in Malls

Education – Any Graduate from Mumbai University

Salary – Available on request

Preferred candidate profile

Perks and benefits