Customer Experience Manager at Vivo Fashion Group

Job Purpose

• The Customer Experience Manager ensures Vivo delivers a consistently excellent experience across all customer touchpoints — in-store, online, and post-purchase. This role transforms customer experience into a proactive, insights-driven function that strengthens satisfaction, loyalty, and retention.

Key Responsibilities

• Design and execute Vivo’s Customer Experience (CX) strategy across the entire customer lifecycle.
• Lead the CX team to deliver efficient, empathetic, and solution-oriented support across channels (in-store, online, WhatsApp, social media, and email).
• Develop and monitor CX standards, SLAs, and KPIs including CSAT, NPS, First Response Time, and Resolution Rate.
• Oversee implementation and management of the Vivo Loyalty Program, driving engagement, retention, and lifetime value.
• Manage and maintain accurate customer data in CRM systems; ensure effective segmentation, campaign targeting, and reporting.
• Collect and analyze customer feedback and insights to inform service improvements and product decisions.
• Design and conduct CX training programs for customer service teams and retail staff to enhance service delivery.
• Collaborate with cross-functional teams (Retail, Marketing, E-commerce, and IT) to align customer experience initiatives with business goals.
• Develop and share regular CX dashboards and reports with leadership to drive data-informed decisions.

Key Skills

• Deep understanding of customer journey mapping, CRM systems, and service quality metrics.
• Excellent communication, empathy, and conflict-resolution abilities.
• Strong analytical and reporting skills, with a data-driven approach to decision-making.
• Leadership and people management skills, with the ability to motivate and develop teams.
• Tech-savvy and adaptable to evolving digital tools and omnichannel systems.
• Strong collaboration and influencing skills across departments.
• Passionate about customer advocacy and brand experience.

Qualifications and Experience

• Bachelor’s degree in Business, Marketing, Communications, or related field.
• Minimum of 5 years’ experience in customer experience, CRM, or loyalty management, with at least 2 years in a leadership role.
• Proven track record in managing omnichannel support teams or programs.
• Fashion, lifestyle, or retail industry experience is a distinct advantage.
• Demonstrated experience using data and insights to enhance customer satisfaction and retention.