Operations Executive-Omni Operations (W&W)

Job Requirements

To drive operational excellence across the customer journey by managing customer experience initiatives, complaint resolution frameworks, process improvements, service quality, and customer engagement programs. The role ensures that customer feedback is translated into actionable insights, resulting in improved customer satisfaction, stronger store execution, and continuous process enhancement.

• Monitor and improve end-to-end customer experience across retail stores and service centres.
• Drive adherence to CX processes, SOPs, and service standards.
• Identify customer pain points and recommend operational improvements.
• Support the implementation of new CX initiatives across the network.

Work Experience

Functional Skills

• Customer Experience Management
• Complaint Handling
• Process Improvement
• Root Cause Analysis
• SOP Development
• Retail Operations
• Customer Journey Mapping
• Data Analysis & Reporting
• Project Management

Behavioural Competencies

• Customer-first mindset
• Analytical thinking
• Problem solving
• Strong communication
• Collaboration
• Attention to detail
• Ownership and accountability
• Influencing without authority
• Adaptability