Customer Experience Manager in DBG

DBG is a group of companies with more than 22 years of history and the number of employees of almost 1,500 people. The main areas of activity are food retail from 4 retail chains, dairy production and a PET container processing plant. 

In connection with the development of the "Kurkuma" network (the key retail brand of the group, which is scaling and building a new standard of service in the format of "store near the home"), we invite to the team Head of customer service of the network. 

 Role mission:

Build from scratch a managed, measurable and scalable customer service system for the Kurkuma chain of stores, which:

• increases loyalty and frequency of visits,
• is a competitive advantage of the chain,
• is consistently implemented in all retail outlets,
• has a direct impact on business results.

 Main responsibilities:

• Development and implementation of the service concept of the "Kurkuma" chain.
• Creation, implementation and control of customer service standards in all retail outlets.
• Launch and scaling of service "chips": personalization, compliments, pet-friendly service, proactive customer assistance, etc.
• Formation and management service KPIs: NPS / CSAT, Google Maps, SLA for appeals.
• Service quality control: checklists, audits, mystery shopper.
• Building a unified process for handling customer appeals and complaints.
• Analyzing the causes of negative customer experience and initiating changes in processes.
• Participation in training, motivation and evaluation of sellers together with HR and operations team.
• Preparation of regular analytics and reporting for management (CMO / operations director).

 We offer:

• Work in a stable and reliable company with a full social package;
• Timely payment of wages 2 times a month;
• Working schedule: Mon-Fri, 9:00–18:00, Sat and Sun weekends;
• Compensation for mobile communication, fuel and depreciation;
• Gifts for holidays and birthday certificates;
• Modern office near the Central Market or the Maidan of the Constitution — always with light and internet.
• Compensation for housing rent in Kharkiv for candidates who are ready to relocation.

 Our expectations from the candidate:

• Experience of 3 years in the field of customer service, Customer Experience or operational management;
• Experience of working with a network of retail outlets (retail, FMCG, food retail, HoReCa - will be an advantage);
• Experience of building service standards with "0";
• Skills in working with KPI and service analytics.
• Practical skills in working with complaints and brand reputation;
• Experience in training and developing front-line staff;
• Systematic, structured and result-oriented;
• Willingness to work in a multi-tasking environment and "in the field".

Do you want to join our team?We are waiting for your resume with a photo, be sure to indicate the level of the desired salary.