Job Requirements To drive customer experience excellence for Taneira through customer feedback management, customer insights, loyalty program execution, customer journey enhancement, and data-driven interventions that improve satisfaction, retention, engagement, and business outcomes across retail stores. Key Responsibilities 1. Customer Experience & NPS Management • Manage the end-to-end Net Promoter Score (NPS) program across customer touchpoints. • Analyse customer feedback and identify key drivers of customer satisfaction and dissatisfaction. • Design and enhance feedback collection mechanisms to generate actionable customer insights. • Develop periodic NPS reports, dashboards, and performance reviews for business stakeholders. • Monitor NPS performance trends and recommend improvement actions. • Drive resolution and closure of passive and detractor customer cases through cross-functional collaboration. • Conduct root cause analysis and support corrective action implementation. • Partner with business, training, and store teams to improve customer experience metrics. • Support automation and digitization of customer experience reporting and dashboards. 2. Customer Reviews & Reputation Management (Google My Business) • Monitor and manage customer reviews across Google My Business (GMB) platforms. • Develop and maintain automated reports providing store-level visibility on customer sentiment and review performance. • Analyse customer review verbatims to identify recurring themes, service gaps, and improvement opportunities. • Coordinate with relevant stakeholders to resolve customer issues highlighted through digital review platforms. • Ensure store information and operational statuses on public platforms remain accurate and updated. • Support reputation management initiatives that enhance brand perception and customer trust. 3. Customer Insights & Non-Purchase Analytics • Manage and analyse Non-Purchase (NP) data to identify barriers impacting customer conversion. • Develop and maintain dashboards and analytical tools to provide visibility into customer non-purchase reasons. • Generate actionable insights and recommendations for business and category teams. • Facilitate regular review forums with stakeholders to track trends, improvement opportunities, and corrective actions. • Drive data-based decision making to enhance sales conversion and customer experience. 4. Loyalty Program & Customer Engagement Management • Plan and execute customer engagement and loyalty initiatives aimed at increasing retention and customer lifetime value. • Identify and segment target customer cohorts based on customer behavior, value, and engagement metrics. • Design customer gifting and engagement programs to strengthen customer relationships. • Manage end-to-end execution of loyalty campaigns, including communication, gifting selection, logistics coordination, and performance tracking. • Monitor program effectiveness through defined metrics such as engagement, retention, repeat purchases, and revenue contribution. • Develop enhancement proposals and future strategies to improve loyalty program effectiveness and customer participation. 5. Customer Journey & Experience Enhancement • Identify opportunities to improve customer journey and in-store experience across touchpoints. • Conceptualize and execute customer engagement initiatives for festivals, anniversaries, and special occasions. • Source and introduce customer gifting solutions aligned with customer preferences and regional requirements. • Collaborate with internal stakeholders to enhance sensory and experiential aspects of the retail environment. • Manage and periodically refresh customer-facing experience elements such as in-store music and ambience initiatives. • Ensure consistency in execution of customer experience standards across stores. 6. Reporting, Analytics & Continuous Improvement • Build and manage dashboards, reports, and performance trackers to support business decision-making. • Analyze customer data to identify trends, opportunities, and emerging customer needs. • Present insights and recommendations to cross-functional stakeholders. • Support process improvements and automation initiatives to improve efficiency and visibility. • Track key customer experience, engagement, retention, and operational performance metrics. Key Stakeholders Internal • Retail Operations Team • Store Managers • Training Team • Category Team • Marketing Team • CRM Team • VM (Visual Merchandising) Team • Business Leadership External • Customers • Gifting and Service Vendors • Digital Platform Partners Key Performance Indicators (KPIs) • Net Promoter Score (NPS) • Detractor and Passive Closure Rate • Customer Satisfaction Metrics • Customer Retention & Dormancy Reduction • Loyalty Program Effectiveness • Revenue Generated Through Customer Engagement Programs • Google Review Ratings & Response Metrics • Non-Purchase Reduction Metrics • Dashboard Adoption & Reporting Accuracy • Customer Journey Improvement Initiatives Delivered Work Experience Qualification & Experience Education • Bachelor's degree in Business, Marketing, Management, Statistics, Analytics, or related discipline. • MBA/Postgraduate qualification preferred. Experience • 2-3 yrs of experience in Customer Experience, CRM, Customer Insights, Loyalty Programs, Retail Operations, or related areas. Required Competencies Functional Competencies • Customer Experience Management • Voice of Customer (VoC) Programs • NPS Management • Customer Analytics & Insights • Dashboarding & Reporting • CRM & Loyalty Program Management • Data Analysis and Interpretation • Customer Journey Mapping • Retail Customer Experience Behavioral Competencies • Customer Centricity • Analytical Thinking • Stakeholder Management • Problem Solving • Communication & Presentation Skills • Collaboration & Influencing • Execution Excellence • Attention to Detail