Senior Executive – CEM

Key Responsibilities 

1. Customer Insights & Service Interventions
   • Analyze qualitative customer feedback and CRM data to identify trends.
   • Design and implement targeted service interventions across business units.
2. Grooming & Service Standards
   • Develop and implement grooming standards specific to Aster Retail.
   • Conduct regular grooming and service audits with quantifiable metrics.
   • Share audit insights with leadership on a weekly/monthly/quarterly basis.
3. Training & Development
   • Design and deliver behavioral service training programs for frontline teams.
   • Collaborate on converting instructor-led content into digitized scrum content for the Learning Management Module (LMM).
   • Ensure training content is sustainable and relevant to real-time floor scenarios.
4. Performance Reporting
   • Develop and publish a Service Scorecard for the leadership team under the guidance of the Head of Service Excellence.
5. Stakeholder Collaboration
   • Partner with store operations and service excellence teams to bridge experience gaps and promote continuous service improvement.
   • Bring best practices from external service industries to uplift internal standards.
6. Field Engagement
   • Conduct regular store visits and post-visit analysis.
   • Act as a role model in service delivery and grooming for all staff.

Education and Experience Requirements:

• Graduates, preferably from hotel management, catering or service majors.
• Minimum 5 years of experience in hospitality or luxury retail.
• Hands-on experience as a Team Leader, Front Office Executive, or Service Executive.
• Exposure to front office operations or Learning & Development (L&D) is highly preferred.
• Demonstrated experience in designing and implementing service training programs.

Expected Behavioral Competencies:

• Maintains a well-groomed and professional appearance.
• Displays confidence and ease in engaging conversations.
• Exudes passion and enthusiasm for delivering superior service.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Excel and PowerPoint.

Aster Hospitals, one of the largest private healthcare service providers in GCC, aim to make a difference with our patient-centric approach to medical care and an inherent emphasis on clinical excellence. Currently, Aster Hospitals are located in 4 countries in the GCC specializing in primary, secondary and tertiary healthcare. 

These include Aster Hospitals (Mankhool and Al Qusais) in UAE, Aster Al Raffah Hospitals (Muscat, Sohar and Ibri) in Oman, Aster Hospital (Doha) in Qatar and Aster Sanad Hospital (Riyadh) in Kingdom of Saudi Arabia delivering on a simple yet strong promise to its people: “We’ll treat you well.” Overall, Aster DM Healthcare Group has a strong presence in GCC and is an emerging healthcare provider in India with 25 hospitals, 116 clinics and 238 pharmacies manned by 20,500+ workforce (including approx. 1250 doctors on fee for service basis) from across the geographies.