Assistant Manager - Experience Center Job in Livspace

About The Role

Reporting to Retail Head, Assistant Manager - Experience Centre will implement retail processes for our Experience Centre putting the customer first approach, partnering with teams across the business to deliver wow & memorable retail customer experiences, thereby establishing Livspace as leader in offline retail.

Area of Responsibility

Commitment to Customer Satisfaction, drive exemplary customer experience

Always putting the customers needs first thereby driving the Net Promoter Score (NPS) of Experience Centre

Enthusiastically conveying a commitment towards providing unsurpassed Customer

Service and ensuring that Livspace team is also abiding by keeping Customer

Satisfaction as the primary objective for Experience Centre

Exploring the underlying reasons for recurring customer problems and also going the extra mile to find the solutions for the same

Conversion of customers: delivering Livspace concept brief and onboarding

Team management: Performance, training, attrition, feedback, etc.

Running and monitoring processes to ensure customer experience

Adherence to DILO and updating it on platform regularly

Tour ofExperienceCenterto all visitors, ensuring Livspace concept is delivered well

Raise request/ allocate designer to all visitors

Follow the criteria and script defined for qualification of the lead to proceed for designer interaction

ExperienceCenter/ asset maintenance: Monitoring the condition of the EC for all items

Ensuring that the ExperienceCenteris presentable and well maintained at all times

Running and monitoring processes for liquidation

Data Management: Running and monitoring processes for Data Collection on footfalls/walk-ins

Customer feedback capturing and communication

ExperienceCenterSample Management: Running and monitoring processes

Ensure Swatch library is maintained

Reorder, missing, broken - raising requests and ensuring execution

Events Running and monitoring events and activations, driving marketing initiatives

EC Process maintenance- Create SOP on ExperienceCenterrelated processes with stylist

Ensure adherence of relevant SOP s - Checklist as per Stylist to be managed and maintained

Managing visual merchandise of store and ensure looks are refreshed periodically

Adhere to VM guidelines circulated

Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing

Participating in the various promotional activities in order to increase the foot fall of the customers in Experience Centres

Providing effective on-the-job training and guidance to team members making use of company training modules

Delivering clear, motivating and constructive feedback in a timely manner to all retail team members.

Working in tandem with the Product, Design and other cross function teams

This Is What You ll Need

An obsessive approach to customer service and great customer experiences

Deep curiosity for retail experiences and customer service

3-10 years of experience in experiential/ product retailing, sales, retail operations, retail consulting, or similar fields

Strategy development experience

Track record of delivering customer experience and KPI s

Ability to analyse data and report out findings that are actionable by both business and technical teams

People Skills: Team Management, should have handled large team.