Senior Executive - Customer Experience Aster Pharmacy

The Senior Executive – Customer Experience will be responsible for enhancing customer satisfaction across Aster Retail by driving service excellence initiatives. The role involves analyzing customer feedback, designing and delivering service intervention programs, enforcing grooming and service standards, and collaborating with operations to implement best practices. This position ensures consistent, high-quality customer experiences through audits, training, and continuous improvement measures.

Key Responsibilities

• Analyze qualitative customer feedback to design and implement service interventions that uplift the customer experience across all business units.
• Develop and enforce grooming standards for Aster Retail, including conducting regular grooming and service audits and sharing results with leadership (weekly, monthly, quarterly).
• Design and deliver service intervention training programs that drive positive behavioural changes at the store/shop floor level.
• Publish and maintain a Service Scorecard in collaboration with the Head of Service Excellence.
• Conduct regular store visits, analyze CRM data, and review post-visit feedback to identify service trends, gaps, and opportunities for improvement.
• Collaborate with Operations and Service Excellence teams to develop initiatives that enhance customer satisfaction and ensure continuous improvement.
• Introduce and adapt best practices from hospitality and luxury service industries into Aster Retail operations.
• Act as a role model and ambassador for service and grooming standards across the business.
• Convert instructor-led training modules into digital micro-learning (scrum) content to ensure scalable and sustainable service interventions through the LMM platform.