The posting
- Lead the Customer Experience function and set direction for customer service operations, service quality and customer engagement.
- Develop and maintain service standards, service principles, escalation frameworks, SOPs, response guidelines and service-recovery practices aligned with the brand values, operational realities and customer expectations.
- Lead, coach and develop Customer Service Officers and oversee daily customer service operations across omnichannels.
- Conduct regular customer service training, refresher sessions and practical workshops for outlet staff.



