Bakery Customer Experience Officer

The Customer Experience Officer is responsible for improving customer service standards, developing frontline employees' skills and supporting sales. The role is primarily field based, with a strong focus on hands-on training, coaching, customer satisfaction, loyalty program, satisfaction surveys, events management, competitors monitoring and sales development, while contributing to the company's overall customer experience strategy.

Driving license compulsory

Responsibilities

-Ensure consistent and high-quality customer experience across all boutiques.

-Develop and implement customer service standards and best practices.

-Conduct regular boutique visits to assess service quality and customer interactions.

-Monitor customer feedback and complaints, identify recurring issues and recommend improvements.

-Ensure employees maintain professional behaviour, good product knowledge and a customer-focused approach

-Develop and deliver practical, on-the-job training programmes.

-Coach employees on customer welcoming, communication, product knowledge, upselling, cross-selling and complaint handling.

-Support the onboarding and integration of new frontline employees.

-Evaluate training effectiveness through regular assessments and follow-up coaching.

-Monitor monthly sales performance against targets across boutiques.

-Support teams in developing effective selling techniques.

-Monitor key sales indicators, including average basket value and upselling performance.

-Identify underperforming boutiques and recommend targeted coaching.

-Encourage a strong sales and customer-oriented culture

-Contribute to the development of the customer experience strategy.

-Identify opportunities to improve the customer journey and in-store experience.

-Recommend initiatives to improve customer satisfaction, loyalty and sales.

-Support implementation of new service standards and customer experience initiatives.

-Share customer insights and field observations with Management

-Establish a structured boutique visit and coaching schedule.

-Conduct regular service quality assessments.

-Prepare monthly reports on service observations, training progress, customer feedback, sales performance and improvement opportunities.

-Report key findings and recommendations to Management.

Requirements

-Diploma or degree in Hospitality Management, Business Management, Retail Management or a related field.

-Minimum 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 would be an

advantage.