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Req ID:  1783
Location: 

Hong Kong, China

Date:  18-Mar-2023

Customer Experience Manager

Job Description

Reporting to the Head of Customer Relationship Management, the Customer Experience Manager is responsible for managing Customer Services team to deliver an exceptional services and curate a bespoke experience for every customer, cultivating their loyalty to DFS.  

The Customer Experience Manager also contribute the loyalty program including but not limited to members engagement, rewards & benefits dedicated for Hong Kong market.

 

  • Lead a team of Concierge & Lounge Services professionals, provide supervision and talent development, counselling and coaching to ensure desired luxury service expectations are achieved
  • Manage member’s exclusive lounge operation with excellent services delivery and budget planning
  • Manage a team of Personal Shoppers and develop the client portfolio.
  • Resolve customer service cases, issues and complaints while maintaining customer satisfaction
  • Support the client journeys in local company/brand events and in-store animations with personalized invites and dedicated services for participating top tier members.
  • Provide leadership and direction in the customer experience enhancement and customer services standard’s evaluation with benchmarks

Key Requirements

  • University degree required
  • Minimum 6 years of experience in Customer Services/Hotel Management ideally with supervisory/managerial capacity
  • Luxury retail / Hospitality/ Aviation related background definitely an advantage
  • Proven managerial abilities in people management, strategic planning and decision making
  • Self-motivated and committed leader who enjoys teamwork and leading a team
  • Strong collaboration and problem-solving skills
  • Fluency in English and Cantonese, Mandarin preferable

 

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law. 

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law. 

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