Customer Experience Lead (CX Lead)

The incumbent is responsible for ensuring exceptional service delivery on all channels for KFC & Pizza Hut. He/she shall execute customer experience strategies that align with the company’s goals and ensure that each guest has a positive experience.

KEY RESPONSIBILITIES:

Customer Experience Enhancement:

• Participate in the development of and execute the Customer Experience strategy that aligns with KFC and Pizza Huts vision.
• Use customer data and feedback to map customer journeys to identify pain points and areas for improvement.
• Monitor channel performance and develop strategies to alleviate pain points and improve customer satisfaction in collaboration with Channel Leads.
• Ensure consistent positive customer experiences across all physical and digital touchpoints.
• Collaborate with cross-functional teams on brand-centric customer engagement projects.
• Establish governance frameworks to ensure customer experience processes are embedded and followed.
• Collaborate with Customer Care Manager to develop and roll out training and recognition programs across all channels.
• Develop and execute change management related to customer experience improvements at the store.
• Enhance customer retention through personalized engagement at Stores and with guests in collaboration with Customer Care, Marketing, and Operations.

Operational Excellence:

• Assist in the development of new policies and procedures to enhance customer service.
• Collaborate with marketing and operations teams to support promotional activities.
• Ensure compliance with quality, health, safety, and company policies.

KEY SKILLS

• Strong Customer Service focus.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Strong organizational and multi-tasking skills.
• Ability to work flexible hours, including evenings and weekends.
• High level of professionalism and integrity.
• Ability to adapt and thrive in a fast-paced, multi-location environment.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in Business Administration, Communications, Marketing, Customer Service, or a related field.
• Minimum 5 years of experience in a customer-centric role managing CX improvement projects.
• Proven ability to meet deadlines and deliver measurable results.