Livspace(www.livspace.com) is South Asia’s largest home interiors and renovation platform. Founded and headquartered in Singapore in 2014, it’s also the world’s most funded and awarded home interior brand with accolades such as being listed among the top 100 innovative companies globally by Fast Company, USA in 2017 and Red Herring in 2018. The company connects homeowners, designers and contractors to deliver end-to-end home interiors through their proprietary technology platform—Canvas. It has designed and delivered over 10,000 homes in India—its first market—and is quickly bringing its award-winning services to Southeast Asia region. Their design partner community is one of the biggest in the industry with over 30,000 signups and 3000 active designers today. Livspace has emerged as the market leader in a multi-billion dollar home improvement industry. So far the company has raised over $100 million in capital from top global investors such as Goldman Sachs and TPG Growth.. Working at Livspace Livspace currently employs over 3000 talented, passionate individuals, who all espouse the brand’s philosophy of good design for all. Together they’re working towards the company’s vision of becoming the world’s largest interior brand. The leadership team at Livspace combines world-class talent and entrepreneurial experience gathered at some of the best companies in the world. Livspace believes in an open, intellectually honest cultural where everyone is given the autonomy to contribute and do their life’s best work. As a part of this dynamic team, you will have a chance to learn new things, build your managerial competence, be at the helm of an innovative tech startup, and problem-solve on how to better the home interiors experience. About The Role Reporting to Experience Centre Manager, Experience Center Executive will be the first point of contact for visitors. She will implement retail processes for our Experience Centre putting customer first approach, partnering with teams across the business to deliver wow & memorable retail customer experiences, thereby establishing Livspace as leader in offline retail. Area of Responsibility Commitment to Customer Satisfaction, drive exemplary customer experience Always putting the customers’ needs first thereby driving the Net Promoter Score (NPS) of Experience Centre Enthusiastically conveying a commitment towards providing unsurpassed Customer Service and ensuring that Livspace team is also abiding by keeping Customer Satisfaction as the primary objective for Experience Centre Exploring the underlying reasons for recurring customer problems and also going the extra mile to find the solutions for the same Conversion of customers: delivering Livspace concept brief and onboarding. Delivering exemplary customer experience Adherence to DILO and updating it on platform regularly Tour of EC to all visitors, ensuring Livspace concept is delivered well Raise request/ allocate designer to all visitors Follow the criteria and script defined for qualification of the lead to proceed for designer interaction Ensuring that the EC is presentable and well maintained at all times Running and monitoring processes for liquidation Data Management: Running and monitoring processes for Data Collection on footfalls/walk-ins Customer feedback capturing and communication EC Sample Management: Running and monitoring processes Ensure Swatch library is maintained Events and activations, driving marketing initiatives EC Process maintenance- Follow SOP on EC related processes with stylist Ensure adherence of relevant SOP’s - Checklist as per Stylist to be managed and maintained Managing visual merchandise of store and ensure looks are refreshed periodically Adhere to VM guidelines circulated Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing Participating in the various promotional activities in order to increase the footfall of the customers in Experience Centres. This Is What You’ll Need An obsessive approach to customer service and great customer experiences, pleasing personality and excellent communication. Deep curiosity for retail experiences and customer service 2-5 years of experience in experiential/ product retailing, sales, retail operations, retail consulting, or similar fields Track record of delivering customer experience and KPI’s