Senior Executive.CEM.Aster Retail HO

Key Responsibilities 

1. Customer Insights & Service Interventions
   • Analyze qualitative customer feedback and CRM data to identify trends.
   • Design and implement targeted service interventions across business units.
2. Grooming & Service Standards
   • Develop and implement grooming standards specific to Aster Retail.
   • Conduct regular grooming and service audits with quantifiable metrics.
   • Share audit insights with leadership on a weekly/monthly/quarterly basis.
3. Training & Development
   • Design and deliver behavioral service training programs for frontline teams.
   • Collaborate on converting instructor-led content into digitized scrum content for the Learning Management Module (LMM).
   • Ensure training content is sustainable and relevant to real-time floor scenarios.
4. Performance Reporting
   • Develop and publish a Service Scorecard for the leadership team under the guidance of the Head of Service Excellence.
5. Stakeholder Collaboration
   • Partner with store operations and service excellence teams to bridge experience gaps and promote continuous service improvement.
   • Bring best practices from external service industries to uplift internal standards.
6. Field Engagement
   • Conduct regular store visits and post-visit analysis.
   • Act as a role model in service delivery and grooming for all staff.

Education and Experience Requirements:

• Graduates, preferably from hotel management, catering or service majors.
• Minimum 5 years of experience in hospitality or luxury retail.
• Hands-on experience as a Team Leader, Front Office Executive, or Service Executive.
• Exposure to front office operations or Learning & Development (L&D) is highly preferred.
• Demonstrated experience in designing and implementing service training programs.

Expected Behavioral Competencies:

• Maintains a well-groomed and professional appearance.
• Displays confidence and ease in engaging conversations.
• Exudes passion and enthusiasm for delivering superior service.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Excel and PowerPoint.