CX Supervisor - Zara Karl Johan Store

CX SUPERVISOR

To assist and support the Store manager and Department manager in the training and successful Implementation of Customer experience project, across the store.

Reporting to: Store Manager

What will you do?

• To drive and keep a high level of motivation within the section.
• To guarantee the adequate induction in Customer Experience and follow up on training for new team members.
• To assist in the development and retention of an effective team.
• To get involved in performance management of sales assistants with help of LEAP & CX.
• To perform training plans and actions to develop skills of SA in regards of CX.
• On daily routine, using the application in leap to follow up and set new goals for the team.
• Actively work on an Inclusive work environment to adapt the training needs to the full team.
• To create and hold morning and evening meetings regards to CX.
• To have communication with management team regarding CX results store actions .
• To implement and follow up action plans to improve the experience in store
• To handle and promote best customer relations, solve issues or direct to the correspondent level of management.
• To understand and reinforce company policies.
• To support customer service actively by excellent product knowledge and awareness.
• To control the CX KPI.
• To create content with CX channel – Best Practices.
• To make sure daily checklists have been actioned.
• To guarantee good level of Customer Service is provided in all service areas.
• To be aware of the daily and monthly budgets to meet and exceed them.
• Actively on daily basis work with NOW and WOW actions, Implement in the store.
• To be able to open and close the store.

Experience and Qualifications

• Team management experience maximizing profitability and drive sales.
• Knowledge of the Refunds Company Policy and best practices.
• Able to work with fast pace environment and fast problem solving.
• Management Experience in store in the areas of Training / People Management is essential.
• Proven record of dealing with challenging situations or customers queries.

Skills and Attitudes

• Strong interpersonal skills, with an emphasis on Interaction, communication and influencing others.
• Strong communication and leadership skills, able to advise, coach and develop others confidently.
• Empathetic, humble, aligned with Company Culture and Values.
• Change agent: open minded, flexible, adaptable, oriented to results, embraces technology and innovation.
• Resilient and able to handle pressure and react quickly to situations, making timely decisions in challenging conditions / circumstances.
• Ability to set goals and establish performance standards.