Customer Experience Specialist

Job Title: Customer Experience Specialist

Job Overview

As a Customer Experience Specialist at Yole, you will play a crucial role in analyzing and enhancing our customer interactions across various touchpoints. Your primary responsibility will be to conduct comprehensive customer experience audits to identify areas for improvement and ensure consistency in delivering the Yole experience. You will work closely with franchisees, operational staff, and corporate leadership to maintain high standards and foster customer satisfaction.

Key Responsibilities

- Conduct Store Audits: Perform detailed audits across different regions to assess the consistency and completeness of the customer experience.
- Design and Implement Protocols: Develop customer experience protocols, audits, surveys, scoring matrices, and reports in alignment with Yole standards.
- Develop Training Modules: Conceptualize and create modules for training and audit apps in collaboration with the IT department.
- Monitor App Performance: Track and suggest improvements for app reports to ensure optimal functionality.
- Evaluate and Recommend: Analyze insights and provide recommendations to regional and corporate leadership to close performance gaps in areas such as brand image, marketing, service, and quality.
- Standardize Measurements: Implement consistent measurement and assessment methods at every location to generate usable data across critical categories including store exterior, dining area, marketing material, product quality, kitchen, food safety, and crew members.
- Manage Mystery Shopper Program: Oversee the Yole mystery shopper program across all locations to maintain high standards.
- Regular Store Visits: Conduct frequent store visits and mystery shopper evaluations to ensure adherence to Yole brand standards.
- Track Customer Experiences: Monitor customer experiences across online channels, devices, and touchpoints.

Minimum Requirements

- Education: Graduate degree.
- Experience: Minimum of 5 years in a similar role across different regions.
- Franchise Operations: Strong knowledge of franchise business operations processes.
- Quality Standards: In-depth knowledge of quality standards and monitoring tools.
- Attention to Detail: Exceptional attention to detail and strong communication skills.
- Travel Flexibility: Willingness to travel as necessary to visit different stores worldwide.

Benefits

- Competitive Salary: Attractive compensation package.
- Growth Opportunities: Opportunities for professional development and career advancement within the company.
- Dynamic Environment: A collaborative and innovative work environment with a focus on creating exceptional customer experiences.