Customer experience manager in retail

“Dressup Group” has been operating in the Georgian market for 32 years and exclusively represents globally renowned clothing and footwear brands: Levi’s, Lacoste, CK, Tommy Hilfiger, Tommy Jeans, Gant, Samsonite, Guess, Lee, Wrangler, Jack & Jones, Mavi, Etam, Converse, Vans, Adidas, and others. The company has more than 90 stores in Tbilisi, Rustavi, Batumi, and Zugdidi, as well as an online store, Dressup.ge. “Dressup Group” is announcing an opening for a Customer Experience Manager.

• Participate in creating and updating customer service standards for all brands and business areas;
• Describe, analyze, and continuously optimize the full customer journey;
• Plan initiatives to improve the customer experience and coordinate their implementation;
• Administer and develop systems for measuring customer satisfaction (CSAT, NPS, CES, and others);
• Plan and organize customer surveys and analyze the results;
• Systematically collect customer feedback from various sources and prepare insights from the feedback;
• Analyze customer churn risks and plan preventive measures;
• Analyze the causes of negative feedback;
• Identify trends in recurring problems and coordinate improvement initiatives with relevant departments;
• Monitor risks affecting the customer experience and prepare recommendations to reduce them;
• Support the development and promotion of a customer-oriented culture in the organization;
• Participate in developing employee evaluation criteria for the CX function;
• Identify training needs and conduct training.

• Analytical thinking and the ability to work with data (Excel, Power BI, or similar tools);
• Experience working as a Customer Experience Manager or in a similar field;
• Strong communication skills—the ability to communicate effectively with different teams and employees;
• Ability to prepare and deliver presentations;
• Attention to detail and a high sense of responsibility;
• Fluency in Georgian and English.
• Будет плюсом: Experience conducting training will be considered an advantage

• Shift schedule: 40 hours per week, with 2 days off;
• Compensation based on experience;
• Corporate discounts at Dressup stores;
• Anniversary and wedding leave;
• A gift on the birth of a child;
• Real opportunities for career development and promotion;
• Health insurance;
• Special conditions for FitPass services.