Customer Experience Specialist

Job Summary

The Customer Experience Specialist supports the execution, monitoring, and reporting of customer service and experience standards across MR.DIY stores. The role conducts field audits, collects and analyzes customer insights, supports service quality programs such as mystery shopping and surveys, and provides on-ground coaching to stores to enhance customer engagement and experience.

Key Responsibilities:

Store Service Audits & Field Monitoring

• Conduct field audits to evaluate:

• service quality

• customer handling

• store ambiance and cleanliness

• merchandising execution that impacts customer experience

• Document findings and follow through on corrective actions.

Support in CX Standards & Script Implementation

• Assist in implementing customer service scripts, standards, and protocols in stores.

• Coordinate with Area Managers and Store Leaders to ensure adoption and compliance.

Customer Feedback & Insights Support

• Gather and consolidate feedback from:

1. surveys

2. mystery shopping reports

3. social media insights

4. store-reported concerns

• Prepare summaries for the Assistant Manager and highlight recurring issues.

Support in Mystery Shopping & NPS Programs

• Coordinate mystery shopping schedules, evaluation materials, and store readiness.

• Track NPS and service quality performance across stores.

Store Coaching & Capability Support

• Provide basic on-site coaching to store teams on service behavior, customer engagement, and issue handling.

• Support materials preparation and logistics for CX-related training sessions.

Administrative & Reporting Support

• Maintain logs of customer feedback, audit results, and compliance ratings.

• Prepare reports, documentation, and dashboards related to CX programs.

• Support coordination across RCOE, Retail Operations, and Marketing.

Qualifications:

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

• 1–3 years of experience in customer service, retail operations, service quality, or hospitality.

• Strong observation skills and customer service mindset.

• Good communication and coordination skills.

• Proficient in MS Office; exposure to survey tools or basic analytics is a plus.

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

• Amenable to report in Eastwood, Libis.