Ensure consistent delivery of high-quality customer service across all operations, adhering to company standards.
Diagnose areas for improvement in Customer Satisfaction within the Experience Centre, create effective action plans, and execute them to enhance satisfaction.
Evaluate the execution of services (Grooming, Vet, Behaviour) to meet service timelines and resolve any delays promptly to achieve 100% Turnaround Time (TAT).
Drive 100% execution of operational standards as per SOPs to deliver flawless operations through proper communication and follow-up. Identify bottlenecks, seek support to resolve concerns, and address all points of concern in a timely manner to avoid risk/safety issues.
Adapt to changing business needs by analyzing competitor's best operational practices, and propose plans for implementation to relevant departments.
Monitor stock and coordinate with responsible teams and departments to ensure continuous stock availability.
Maintain professional relationships with property owners and authorities to ensure support.
Strategize the utilization of all resources for smooth and effective execution of operations. Exercise strong people management skills to ensure adherence to company HR policies and guidelines.
Regularly train the team on customer service, retail product planning & positioning (planograms), safety & security, and emergency procedures to ensure the complete safety of customers and employees.
Ensure 100% manpower at all times in collaboration with the HR Team, and develop team members to consistently deliver high-quality services. Mentor high-performing team members for career development with thorough knowledge of company processes and policies.
Determine needs for sales promotions by studying sales promotion and sales data as per Product Display Planograms.
Work Experience:
6-8 years of experience in the Retail, Hospitality, or QSR industry.
