About the Company
"Dressup Group" has been operating in the Georgian market for 32 years and exclusively represents globally renowned clothing and footwear brands: Levi's, Lacoste, CK, Tommy Hilfiger, Tommy Jeans, Gant, Samsonite, Guess, Lee, Wrangler, Jack & Jones, Mavi, Etam, Converse, Vans, Adidas, and others. The company has more than 90 stores in Tbilisi, Rustavi, Batumi, and Zugdidi, as well as an online store, Dressup.ge. "Dressup Group" is announcing an opening for a Customer Experience Manager.
Responsibilities
•Participate in creating and updating customer service standards for all brands and business areas
•Describe, analyze, and continuously optimize the full customer journey
•Plan initiatives to improve the customer experience and coordinate their implementation
•Administer and develop systems for measuring customer satisfaction (CSAT, NPS, CES, and others)
•Plan and organize customer surveys and analyze the results
•Systematically collect customer feedback from various sources and prepare insights from the feedback
•Analyze customer churn risks and plan preventive measures
•Analyze the causes of negative feedback
•Identify trends in recurring problems and coordinate improvement initiatives with relevant departments
•Monitor risks affecting the customer experience and prepare recommendations to reduce them
•Support the development and promotion of a customer-oriented culture in the organization
•Participate in developing employee evaluation criteria for the CX function
•Identify training needs and conduct training
Requirements
•Analytical thinking and the ability to work with data (Excel, Power BI, or similar tools)
•Experience working as a Customer Experience Manager or in a similar field
•Strong communication skills—the ability to communicate effectively with different teams and employees
•Ability to prepare and deliver presentations
•Attention to detail and a high sense of responsibility
•Fluency in Georgian and English
Nice to have
•Experience conducting training will be considered an advantage
Conditions
•Shift schedule: 40 hours per week, with 2 days off
•Compensation based on experience
•Corporate discounts at Dressup stores
•Anniversary and wedding leave
•A gift on the birth of a child
•Real opportunities for career development and promotion
•Health insurance
•Special conditions for FitPass services
