Sales & Customer Experience Officer (Food/Retail)

About the role

The Customer Experience Officer improves customer service standards, develops frontline employees' skills and supports sales. The role is primarily field based, with a strong focus on hands-on training, coaching, customer satisfaction, loyalty programs, satisfaction surveys, event management, competitor monitoring and sales development, while contributing to the company's overall customer experience strategy. A driving licence is compulsory.

Key responsibilities

• Ensure a consistent, high-quality customer experience across all boutiques and develop and implement customer service standards and best practices.
• Visit boutiques regularly to assess service quality and customer interactions, and monitor feedback and complaints to recommend improvements.
• Train and coach employees on welcoming customers, communication, product knowledge, upselling, cross-selling and complaint handling; support onboarding of new frontline staff and evaluate training effectiveness.
• Monitor monthly sales performance, average basket value and upselling performance, identify underperforming boutiques and recommend targeted coaching.
• Contribute to the customer experience strategy, share customer insights and field observations with management, and prepare monthly reports on service observations, training progress, customer feedback and sales performance.

Required profile

• Diploma or degree in Hospitality Management, Business Management, Retail Management or a related field.
• At least 3 years of experience in customer service, hospitality, retail or a similar environment.
• Previous experience in frontline training, coaching or team supervision.
• Experience in sales development and customer experience improvement is an advantage.
• Driving licence is compulsory.