Retail Brand & Customer Experience Executive at Text Book Centre (TBC)

We will endure by reinventing ourselves, striving to satisfy our customers and delighting our consumers, while remaining true to our mission and values. We are therefore looking for an experienced Retail Brand & Customer Experience Executive to assist the evolution and growth of our customer experience.

In this role you will assist in overseeing the overall brand and customer journey through the omni-channel experience, which is aligned to the day to day trading of the brand. You will also play a leading role working, closely with our key supplier partners to unlock the potential of both brands for our customers.

You must have the ability to implement strategy, driving and rethinking the consumer/shopper journey while conceptualizing and shaping the shopper experience to offer seamless, integrated and elevated experiences in ecommerce and physical stores.

Main Responsibilities and Accountabilities

• Translate TBC vision into top-level customers experience in-store and bridge between the customer and the TBC brand.
• Lead the omni - channel customer journeywork and set up a strong working partnership between TBC and the retail stores working closely with Head of Retail and branch managers.
• Work cross functionally with services, operations, marketing and merchandising to make sure all the elements of the customer experience come together for the brand and brand partners
• Support TBC brand in developing strategic planning, execution and analysis of all omni - channel consumer-marketing programs to maximize in-store traffic, drive customer loyalty and optimize promotional strategies.
• Be responsible for delivery of a business-wide customer experience journey that aligns to customer value, customer needs, and a prioritization of customer experience.
• Manage all brand retail technology innovation projects that meet the brand needs and share opportunities to enhance retail customer experience.
• Lead multi-channel shopper focused initiatives and opportunities to unlock our potential within the customer experience. 
• Utilize customer insights to improve customer satisfaction and ensure a seamless multichannel shopping experience.
• Responsible for TBC brand guideline by translating consistent brand experience, colors and look and feel in all TBC retail stores with an aim of improving customer/shopper experience and TOMA.
• In charge of implementing all the marketing campaigns, promotions and activities customized to each TBC retail stores.
• Be part of retail and product team in charge of product placement and arrangements of all in-store products, branding across all TBC branches.
• Develop a mechanism to capture customer feedback which should be analyzed and implemented on a monthly basis.

Experience

• Minimum 4 years’ experience in retail brand
• Bachelor’s degree in Marketing or any other related field.
• Track record of driving and delivering output-focused excellence, with an aptitude for managing multiple projects simultaneously with demonstrated organisational, planning and time management skills; 
• Experience in physical and digital retail marketing operations.
• Understand Human Centred Design and/or Design Thinking, with experience facilitating Customer workshops.
• Excellent verbal and written communication skills. 
• Strong relationship and negotiation skills with both internal and external partners.