<p><i><strong>Key Responsibilities&nbsp;</strong></i></p>
<ol>
<li><strong>Customer Insights &amp; Service Interventions</strong>
<ul>
<li>Analyze qualitative customer feedback and CRM data to identify trends.</li>
<li>Design and implement <strong>targeted service interventions</strong> across business units.</li>
</ul></li>
<li><strong>Grooming &amp; Service Standards</strong>
<ul>
<li>Develop and implement <strong>grooming standards</strong> specific to Aster Retail.</li>
<li>Conduct <strong>regular grooming and service audits</strong> with quantifiable metrics.</li>
<li>Share audit insights with leadership on a <strong>weekly/monthly/quarterly</strong> basis.</li>
</ul></li>
<li><strong>Training &amp; Development</strong>
<ul>
<li>Design and deliver <strong>behavioral service training programs</strong> for frontline teams.</li>
<li>Collaborate on converting instructor-led content into <strong>digitized scrum content</strong> for the Learning Management Module (LMM).</li>
<li>Ensure training content is sustainable and relevant to real-time floor scenarios.</li>
</ul></li>
<li><strong>Performance Reporting</strong>
<ul>
<li>Develop and publish a <strong>Service Scorecard</strong> for the leadership team under the guidance of the Head of Service Excellence.</li>
</ul></li>
<li><strong>Stakeholder Collaboration</strong>
<ul>
<li>Partner with store operations and service excellence teams to bridge <strong>experience gaps</strong> and promote <strong>continuous service improvement</strong>.</li>
<li>Bring <strong>best practices</strong> from external service industries to uplift internal standards.</li>
</ul></li>
<li><strong>Field Engagement</strong>
<ul>
<li>Conduct regular <strong>store visits</strong> and <strong>post-visit analysis</strong>.</li>
<li>Act as a <strong>role model</strong> in service delivery and grooming for all staff.</li>
</ul></li>
</ol>
<p><span><strong>Education and Experience Requirements:</strong></span></p>
<ul>
<li>Graduates, preferably from hotel management, catering or service majors.</li>
<li><span>Minimum <strong>5 years</strong> of experience in <strong>hospitality or luxury retail</strong>.</span></li>
<li><span>Hands-on experience as a <strong>Team Leader, Front Office Executive, or Service Executive</strong>.</span></li>
<li><span>Exposure to <strong>front office operations</strong> or <strong>Learning &amp; Development (L&amp;D)</strong> is highly preferred.</span></li>
<li><span>Demonstrated experience in <strong>designing and implementing service training programs</strong>.</span></li>
</ul>
<p><span><strong>Expected Behavioral Competencies:</strong></span></p>
<ul>
<li><span>Maintains a <strong>well-groomed and professional appearance</strong>.</span></li>
<li><span>Displays <strong>confidence and ease</strong> in engaging conversations.</span></li>
<li><span>Exudes <strong>passion and enthusiasm</strong> for delivering superior service.</span></li>
<li><span>Strong <strong>communication and interpersonal</strong> skills.</span></li>
<li><span>Proficient in <strong>Microsoft Excel and PowerPoint</strong>.</span></li>
</ul>