Store Marketing & Customer Experience Specialist  

Accountabilities & Responsibilities:

1. Store customer experience

   • Establishes a unique & consistent standard for all of our stores that will differentiate our retail experience from the rest of the retail brands.

   • Monitors store compliance. Integrating this with Store Performance Scorecard.

   • Documents RF standard and best practices. Sharing it with all appropriate stores.

   • Updates & continuously improves the RF standard for Store Customer Experience.

2. Store customer service & management

   • Establishes a unique & consistent standards for customer service & management in offline stores. Makes sure they're aligned with online Customer Service. Each RF store should extend the same quality of service from one store to another.

   • Creates short term and long term customer strategies for store visitors & customers. (customer segmentation, retention, acquisition, target customer lifetime value & customer life cycle)

   • Monitors store compliance. Integrates this with Store Performance Scorecard.

   • Documents RF standard and best practices. Establishing RF-unique CSR initiatives that deliver the best value to both the customer & RF. Cascades & implements these best practices with all RF stores.

   • Updates & continuously improves the RF standard for Store Customer Service & Management. Collaborates regularly with online CSR.

3. Store marketing initiatives

   • Establishes a unique & consistent standard for store marketing initiatives that will provide the best marketing feature for the store & for the brand.

   • Translates RF HQ marketing efforts to offline stores. Making sure that the stores are well represented in all of the monthly campaigns that we do .

   • Thinks of evergreen online marketing strategies for stores. Aligns & collaborates with Marketing team for online store marketing features (social media, newsletters)

   • Monitors & manages performance of marketing initiatives (KPIs) Integrates this with Store Performance Scorecard.

   • Documents RF standard and best practices. Establishes RF-unique marketing initiatives that deliver the best value to both the customer & RF. Cascades & implements these best practices with all RF stores.

   • Updates & continuously improves the RF standard for Store Marketing Initiatives. Collaborates regularly with Marketing team for this.

• Relevant experience in marketing and setting of customer service standards
• Customer-driven
• Strategic and creative thinker
• Project management skills
• Good communication and presentation skills;
• Excellent problem-solving skills;