Customer Experience Lead Job Vivo Fashion
Customer Service Jobs. Vivo Fashion Group Jobs
Job Purpose
The Customer Experience Lead is the operational leader of the Vivo team responsible for the day-to-day experience Vivo customers receive across all touchpoints: retail stores, call centre, email, WhatsApp and social. This role translates strategy set by the Head of Retail & CX into consistent, high-quality service delivery. It owns the complaint-to-store feedback loop, coaches and quality-assures the two CX Executives, and ensures Vivo’s in-store and digital experience meets the brand standard.
This is a hands-on leadership role. The CX Lead is the first point of escalation for the Vivo team, the primary link between frontline agents and the Head of Retail & CX, and a key contributor to building the operational systems and processes that Vivo CX currently lacks.
Key Responsibilities
Team leadership & operations
- Lead the day-to-day operations of the Vivo CX team task assignment, scheduling, queue management and workload distribution
- Act as first point of escalation for Vivo team agents; resolve Tier 1 issues and escalate Tier 2 issues to the Head of Retail & CX
In-store & retail CX
- Own the complaint-to-store feedback loop track and categorise Vivo complaints by store and feed recurring patterns into retail performance reviews
- Conduct periodic in-store experience audits across Vivo retail locations; document findings and recommend improvements
Service standards & quality
- Implement and enforce Vivo’s service standards and SLAs across all customer channels
- Conduct weekly QA scoring of agent interactions (calls, chats, emails) using the agreed scorecard
Metrics & reporting
- Produce and submit the weekly Vivo CX metrics report (NPS, CSAT, FCR, AHT, complaint volumes) to the Head of Retail & CX
- Monitor dashboard data in Odoo CRM; flag red flags and escalate anomalies proactively
CRM & loyalty
- Ensure Vivo CX Executives are capturing accurate customer data in Odoo CRM at every interaction
- Support the Head of Retail & CX in building the loyalty programme operational layer for Vivo customers
- Contribute to customer knowledge capture to protect institutional memory and mitigate off-boarding risk
Key Skills
- Leadership : Demonstrated experience leading or supervising a small team, including coaching and QA
- Commercial : Able to connect CX performance data to customer retention and business outcomes
- Systems: Comfortable working with CRM systems and digital customer communication tools
- Communication: Strong written and verbal communication; able to draft customer-facing copy independently
- Mindset: High ownership, proactive, structured brings solutions not just problems
Qualifications
- 3+ years in a customer experience, service delivery or customer operations role
- Degree or equivalent professional qualification
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