Sales Director of Experience
5 days ago
**Job Description:**
The role of Head of Sales Gallery Journey is a high-level position at Sime Darby Property that focuses on elevating the gallery and customer experience to be the best-in-class among key retail players.
- Key Responsibilities:
- Gallery Experience**: Plan and conduct regular gallery activities to assess customer experience through in-person observations, interacting with staff and customers, and evaluating store environment.
- Data Collection**: Utilize standardized checklists to gather data on feedback - store cleanliness, product placement, staff knowledge, pricing accuracy, promotional displays, and customer journeys, customer interactions.
- Compliance and Governance Assessment**: Verify adherence to company brand standards, operational procedures, and visual merchandising guidelines.
- Report Generation**: Compile detailed audit reports with findings, observations, and actionable recommendations to improve customer experience and operational efficiency.
- Trend Analysis**: Identify patterns and trends across multiple store audits to pinpoint areas of concern and opportunities for improvement.
- Communication**: Collaborate with store management and regional teams to share audit results, discuss corrective actions, and provide ongoing support.
- Training Programs**: Identify gaps and opportunities to improve the team's competency for role and customer experiences. Find, develop and implement training programs focused on customer experience, sales techniques, and soft skills.
- Optimizing In-Gallery Customer Experience:
- Manage and drive strong Customer Net Promoter Score (NPS) by ensuring a consistent and engaging customer buying journey. Measure customer satisfaction through ad-hoc surveys and feedback mechanisms.
- Ensure consistent customer buying journey, and engagement between Sales Consultant and Purchaser.
- Ensure Galleries are compliant and consistent with Brand positioning, uniform look and feel.
- Identify Customer Pain Points. Gather data points on key customer concerns, report and address it through shared collaboration with key personnel.
- Source training program and lead its implementation across all Galleries and Sales Personnel.
**Requirements:**
- Bachelor's Degree or equivalent.
- Minimum 25 years in sales or related experience.
- Understands the dynamics of sales people, retail environment, sales operations.
- Led large teams, worked with multiple stakeholders and managing outcomes and results.
- Able to command the respect of team members, drive transformation and changes.
- Highly self-motivated and driven.
- Dynamic individual, goal-getter.
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