Summary
Aster DM Healthcare is seeking a Senior Executive, CEM, based in Dubai. The role analyzes customer feedback and CRM data, develops service interventions and grooming standards, conducts audits and store visits, and reports service performance to leadership. It also includes designing and delivering behavioral training for frontline teams and supporting digital learning content. Applicants should be graduates, preferably in hotel management, catering or service, with at least five years of hospitality or luxury retail experience and proficiency in Excel and PowerPoint.
The posting
As published on asterdmhealthcare.com. Pulled from the employer's site and shown as they wrote it.
Key Responsibilities
- Customer Insights & Service Interventions
- Analyze qualitative customer feedback and CRM data to identify trends.
- Design and implement targeted service interventions across business units.
- Grooming & Service Standards
- Develop and implement grooming standards specific to Aster Retail.
- Conduct regular grooming and service audits with quantifiable metrics.
- Share audit insights with leadership on a weekly/monthly/quarterly basis.
- Training & Development
- Design and deliver behavioral service training programs for frontline teams.
- Collaborate on converting instructor-led content into digitized scrum content for the Learning Management Module (LMM).
- Ensure training content is sustainable and relevant to real-time floor scenarios.
- Performance Reporting
- Develop and publish a Service Scorecard for the leadership team under the guidance of the Head of Service Excellence.
- Stakeholder Collaboration
- Partner with store operations and service excellence teams to bridge experience gaps and promote continuous service improvement.
- Bring best practices from external service industries to uplift internal standards.
- Field Engagement
- Conduct regular store visits and post-visit analysis.
- Act as a role model in service delivery and grooming for all staff.
Education and Experience Requirements:
- Graduates, preferably from hotel management, catering or service majors.
- Minimum 5 years of experience in hospitality or luxury retail.
- Hands-on experience as a Team Leader, Front Office Executive, or Service Executive.
- Exposure to front office operations or Learning & Development (L&D) is highly preferred.
- Demonstrated experience in designing and implementing service training programs.
Expected Behavioral Competencies:
- Maintains a well-groomed and professional appearance.
- Displays confidence and ease in engaging conversations.
- Exudes passion and enthusiasm for delivering superior service.
- Strong communication and interpersonal skills.
- Proficient in Microsoft Excel and PowerPoint.