Customer Experience Special Projects Manager at Love, Bonito
Singapore City, SG
You will be responsible for ensuring that we constantly and consistently provide our customers with the best experience through all touchpoints offline and online, by improving, innovating and coming up with new initiatives that not only meet their needs, but will WOW them. You are instrumental in building Love, Bonito’s most powerful strategic advantage: customer loyalty and advocacy.
You should have / be
A customer-centric mindset - always thinking of the customer first!
A passion for customer experience and service.
The magic balance between intuition, experience of what you know works, and research/data driven recommendations.
A knack for seeing needs & gaps and coming up with creative solutions to fill them.
Track record for of developing complex customer-oriented operations and global projects with cross-functional stakeholders
Proven experience in creating and driving innovative solutions to drive positive results in customer satisfaction
Prior professional experience with with optimization, processes, systematic organization, project management
A strong interest and knowledge in consumer psychology, and studying & predicting customer behaviours.
A fast learner, possess excellent organizational, budgeting and project management skills
A self-starter, proactive and hands-on approach. Get it done right and fast!
Strong communication skills and ability to influence teams and project stakeholders.
Be sensitive to and have the ability to recognize the needs and wants of the Love, Bonito community.
Dedicated to deadlines and have excellent time-management to always be on schedule.
Excellent time-management and analytical skills to ensure flawless execution of projects and solve problems which may arise
Propose, plan, budget and oversee specific projects which will constantly bring the #LBexperience to next levels
NPS: Roll out NPS across e-commerce and retail touchpoints and support in the continuous monitoring NPS score
Work closely with the operations and engineering teams to identify and guide customer experience enhancements
Work closely with various other teams within the company to ensure the successful execution of customer experience projects
Constantly look into and analyze all customer touchpoints for areas of improvement
Develop project scopes and objectives, involving all relevant stakeholders and ensuring feasibility
Develop a detailed project plan, budget and monitor progress of projects
Measure project performance and ROI using appropriate markers
Constantly seek opportunities for improvement and innovation for the #LBexperience and propose new projects
Constantly and consistently gather feedback from the LB community / conduct research to improve the #LBexperience
Projects include: Flagship alteration service, In-store queue management and efficiency, Initiatives to engage our customers while they wait in line for fitting rooms & cashiers, In-store LB shopping bags, etc.
Customer Retention Rate (LTV)
Customer Equity Improvements
Qualifications & Experience
At least 3 years experience in customer service or marketing roles.
Diploma/Degree in marketing or related studies.
Desire to work in a dynamic and fast-paced environment.
Good team player, highly initiative, diligent and fun-loving.
Pays attention to details and works with a positive attitude to meet deadlines.
Excellent time management skills and independent worker.
Please send in your weekly availability, CV and portfolio. with the subject: "Application for CX Special Projects Manager". Only shortlisted candidates will be contacted.