Assistant Manager for Customer Experience

Job Summary

The Assistant Manager for Customer Experience leads the development, enhancement, and governance of customer experience and service quality standards across all MR.DIY stores nationwide. The role ensures that customers consistently experience the MR.DIY brand promise—from store entry, engagement, and assistance, up to checkout and post-purchase experience.

By collaborating with Marketing, Retail Operations, and other RCOE units, the role designs service scripts, manages customer insights programs (e.g., surveys, mystery shopping), strengthens service recovery processes, and oversees audits related to store service, cleanliness, ambiance, and merchandising execution.

Key Responsibilities

Customer Experience Standards Development

• Collaborate with Marketing to design and develop customer experience and service standards, scripts, and behavioral guidelines.
• Define customer journey touchpoints that strengthen pr...