Customer experience specialistCMG Retail Group

Job Description
Job Overview
The Customer Experience Specialist is responsible in providing an in-depth understanding regarding the customer's journey throughout several touchpoints of the brand, tasked to research and understand the entire customer journey and suggest necessary improvements in order to enhance the entire experience.
You are responsible for:
Developing a thorough understanding of the brand - it's persona, value proposition, products, and services
Tracking down the customer experience through monitoring customer interaction through the different touch points of the journey - online, offline, app, store, social media, different devices etc.
Contributing and providing an omnichannel customer journey approach to help the team strategize and measure results
Analyzing customer encounters, identifying errors, inconsistences, and possible areas of improvement in order to create a positive customer experience - both online and offline
Having an in-depth understanding of the brand's customers - their needs, motivations, and emotions
Analyzing customer feedback on product ranges and new releases and campaigns
Staying informed of the latest industry trends regarding CRM and CX
Studying the target market through gaining insights from generated reports and/or studying the general interaction of the market through social media
Identifying customer needs and take proactive steps to maintain positive experiences
If you...
Are highly creative with excellent technical and analytical skills
Enjoy working with a team
Can work well under pressure
Have the ability to excel in fast paced, ever-changing environment
Can communicate well, oral and written
Then this is the job for you!
Minimum Qualifications
Job Qualifications:
Graduate of any four-year course preferable Marketing Management, Advertising, Business Management, Communication Arts, or any related course
Minimum of 1 to 2 years work experience in Marketing, Digital Marketing, Advertising and Customer Service,
Ideally from a fashion retail or service-orientated industry