Customer Experience Manager [CCP for Retail Professionals & Associates

1.          Lead the customer experience across the Company’s stores and online channels, including service standards, pet-owner consultations and after-sales care.

2.          Recruit, train, coach and schedule the frontline team (sales associates, pet care advisors and, where applicable, groomers) and maintain their product and animal-care knowledge.

3.          Handle escalated complaints, refunds, exchanges and live-animal health guarantee claims within the authority limits set by the Company, and follow up until the customer is resolved.

4.          Track and report customer experience measures, including Net Promoter Score, customer satisfaction, complaint resolution time, repeat-purchase and loyalty-membership rates, and recommend improvements.

5.          Run the voice-of-customer programme (surveys, reviews, mystery-shopper feedback) and the loyalty programme, in coordination with marketing and e-commerce.

6.          Plan and deliver in-store events such as adoption drives, pet workshops, and promotions, including peak-season readiness.

7.          Ensure the store meets the Company’s standards for hygiene, animal welfare and safe handling, and report any welfare or health concern about an animal immediately (see clause 7.6).

8.          Protect customer personal data and comply with the Company’s data protection and marketing-consent procedures(see clause 7.2).

9.          Carry out cash-handling, inventory, and opening/closing controls as delegated.

10.      Perform any other duties reasonably related to the role, including covering other outlets.