Experience Manager Job Job Details | O&L

Purpose:

Shaping and maintaining a consistent and compelling O&L Retail brand experience, through the implementation of the O&L Persona, ensuring high-quality standards, and exceeding customer experiences, across all stores within the O&L Retail to retain a competitive edge and ensure sustainability.

Minimum Requirements:

• Bachelors Degree (Hons) in Business Administration or related.
• Minimum of 8 Years experience in a Retail Operations environment of which 4 years should've been in a senior management role.
• Proven experience in brand management, quality assurance, and customer experience optimization.
• Strong understanding of diverse industries.
• Exceptional communication, interpersonal, and leadership skills.
• Analytical mindset with the ability to translate data into actionable insights.
• Proven track record of successfully managing cross-functional teams and driving positive business outcomes.

Key Responsibilities

O&L Retail Brand Management:

• Define and maintain the O&L Retail strategy and framework on the O&L Persona.
• Guide the development and implementation of comprehensive O&L Retail brand strategy for O&L Retail to enhance market presence and customer loyalty.
• Ensure consistent messaging, identity, quality standards, and customer experiences, aligned to the O&L Persona, within all departments and operational practices across all O&L Retail Stores.
• Collaborate with functional teams to create and execute impactful strategies and projects that align with the overarching O&L Persona.

Quality Assurance:

• Establish and enforce quality standards, aligned to the O&L Persona and industry regulation, across product and service lines for all O&L Retail Stores in coordination with relevant Regional Managers.
• Implement and maintain effective quality management systems throughout the organization.
• Implement regular audits and assessments to ensure compliance to O&L Persona and quality benchmarks.
• Collaborate with O&L Retail operational teams and O&L Persona Committee to identify areas for improvement and implement corrective actions to maintain and continuously enhance quality within the O&L Retail Stores.

Customer Experience Optimisation:

• Define and implement customer experience standards, systems, and processes across all functions and O&L Retail Stores that resonate with the O&L persona and exceed customer expectations.
• Analyze customer feedback and leverage insights to drive continuous improvement in products, services, and overall customer experiences.
• Work closely with customer service teams to address issues promptly and enhance the overall customer journey.

Market Research and Analysis:

• Stay abreast of industry trends, competitive landscapes, and customer preferences.
• Conduct regular market research to identify opportunities for innovation and differentiation.
• Use data-driven insights to make informed decisions and guide strategic planning.

Reporting and Analysis:

• Provide regular reports to the Managing Director on key performance indicators, O&L Persona brand health, and customer experience metrics.
• Utilize analytics tools to measure and evaluate the effectiveness of the O&L Persona and customer experience initiatives.

Leadership and People Management:

• Provide inspirational leadership, fostering a positive and collaborative organisational culture within O&L Retail.
• Build and lead high-performing teams across the O&L Retail Stores, setting clear expectations, and driving accountability.
• Mentor and develop team members, identifying opportunities for skill enhancement and career growth.
• Foster a culture of accountability, innovation, diversity, and inclusion within teams across the O&L Retail Stores.
• Empower leadership team members with the skills to identify and develop employee fit to the O&L Persona characteristics across the O&L Retail Stores.

Closing date: 16 October 2024

O&L - a Great Place to Work.

Applicants meeting our requirements are invited to apply. O&L Group of Companies is an Equal Opportunity Employer.

"This position is subject to a pre-employment screening and vetting process, and by applying for this position, applicants acknowledge that they are aware that the Company reserves the right to carry out screening and pre-employment vetting for all shortlisted applicants. Certificate of Conduct issued by the Namibian Police (not older than 6 months) may be required from all shortlisted applicants."

Requisition ID: 4345