Assistant Manager for Customer Experience

Job Summary

The Assistant Manager for Customer Experience leads the development, enhancement, and governance of customer experience and service quality standards across all MR.DIY stores nationwide. The role ensures that customers consistently experience the MR.DIY brand promise—from store entry, engagement, and assistance, up to checkout and post-purchase experience.

By collaborating with Marketing, Retail Operations, and other RCOE units, the role designs service scripts, manages customer insights programs (e.g., surveys, mystery shopping), strengthens service recovery processes, and oversees audits related to store service, cleanliness, ambiance, and merchandising execution.

Key Responsibilities:

Customer Experience Standards Development

• Collaborate with Marketing to design and develop customer experience and service standards, scripts, and behavioral guidelines.

• Define customer journey touchpoints that strengthen pre-purchase, in-store, and post-purchase experience.

Service Quality Leadership

• Oversee customer engagement quality, service delivery, and compliance with established CX standards.

• Ensure consistent brand experience across all stores by partnering closely with Retail Operations and Area Managers.

Insights Gathering & Mystery Shopping Management

• Lead programs for customer surveys, mystery shopping, and NPS monitoring.

• Analyze insights from surveys, audits, and social media to identify CX improvement opportunities.

• Translate insights into action plans and partner with Operations for implementation.

Customer Issue Resolution & Service Recovery

• Provide guidance to Retail Operations on handling escalations and customer complaints.

• Lead the development and governance of service recovery protocols to ensure timely, effective resolution.

• Store Ambience, Cleanliness, & CX Governance

• Oversee audits related to:

• customer service behavior

• store ambiance and cleanliness

• in-store navigation and experience

• merchandising execution (as relevant to customer perception)

• Recommend corrective actions and track progress for non-compliant stores.

Capability Building & Training

• Develop and deliver training modules on customer service fundamentals, service excellence, and service recovery.

• Coach Area Managers and Store Leaders on driving customer-centric culture.

Qualifications:

• Bachelor’s degree in Marketing, Business Management, Psychology, Communications, Hospitality, or related field.

• 5–8 years of experience in customer experience, retail service quality, hospitality, or related roles.

• Strong understanding of service delivery, customer satisfaction drivers, and store operations.

• Experience running mystery shopping, NPS programs, or customer sentiment analysis is an advantage.

• Excellent communication, insights interpretation, coaching, and cross-functional coordination skills.

• May be required to travel to stores and business locations nationwide to support project implementation, on-ground assessments, and strategic initiatives.

• Amenable to work in Eastwood, Libis.