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Purpose of the Position:

To lead and continuously enhance the customer experience, quality assurance, operational standards, service excellence, and capability-building strategy across all MODEL stores, ensuring a consistent, world-class brand experience that reflects the OL Persona. The incumbent will champion quality standards, customer-centric practices, and learning initiatives that build service excellence capabilities across the MODEL Group, strengthening customer loyalty, brand reputation, and the long-term sustainability of MODEL.

This role is ideally suited to a transformational leader with a passion for developing people, building service-oriented cultures, and creating exceptional customer experiences. Candidates from premium retail, hospitality, FMCG, or other customer-centric organisations are encouraged to apply.

Qualifications and Experience:

• A 4-year Bachelor's Degree (Honours) in Business Administration, Commerce, Retail Management, Hospitality Management, or a related field.
• A minimum of 8 to 10 years' experience in customer experience, quality assurance, service excellence, retail operations, hospitality, or FMCG, including at least 6 years in a senior leadership role.
• Proven experience in brand management, quality assurance, and customer experience optimisation.
• Proven experience in designing, implementing, and leading large-scale training, coaching, employee development, and capability-building programmes within customer-focused organisations.
• Demonstrated success in driving service culture transformation and embedding behavioural standards across diverse and geographically dispersed teams.
• Strong understanding of customer insights, Voice of the Customer (VoC) programmes, complaint management, and service recovery across diverse industries.
• Exceptional communication, interpersonal, influencing, and leadership skills.
• An analytical mindset with the ability to translate data into actionable insights.
• Proven track record of successfully managing cross-functional teams and driving positive business outcomes.
• Proficiency in Microsoft Office, Micros, and SAP.

Advantageous Requirements:

• Experience in hospitality, luxury service, premium retail, or other customer-centric industries where training and service excellence are key differentiators.
• Relevant qualifications or certifications in Training and Development, Customer Experience, Service Excellence, Coaching, or Organisational Development.
• Fluency in French.
• Proficiency in German or additional languages.

Key Responsibilities:

Quality and Customer Experience Management

• Develop and implement a comprehensive Quality and Customer Experience strategy for MODEL to enhance market presence, customer satisfaction, and customer loyalty.
• Ensure consistent messaging, brand identity, quality standards, and customer experiences aligned with the OL Persona across all MODEL stores, departments, and operational practices. 

Learning, Development, and Capability Building

• Lead the design and delivery of training programmes that build foundational customer service skills and progressively develop team members towards world-class service standards.
• Develop coaching frameworks, competency models, and learning pathways that embed customer-centric behaviours throughout the organisation.

Quality Assurance

• Establish, implement, and enforce quality standards aligned with the OL Persona and relevant industry regulations across all MODEL stores.
• Conduct regular audits, assessments, and reviews to ensure compliance with established quality standards and operational benchmarks.

Customer Experience Optimisation

• Develop and implement customer experience (CX) strategies that align with the brand's vision, values, and service promise.
• Collaborate closely with store operations and customer service teams to address customer concerns promptly and continuously enhance the customer journey.

Market Research and Insights

• Stay abreast of industry trends, competitor activities, emerging best practices, and customer preferences to identify opportunities for improving the shopping experience and strengthening the brand proposition.

Standards and Service Excellence

• Develop and maintain standards governing in-store ambience, customer interactions, visual merchandising, and promotional execution to ensure a consistent and exceptional customer experience across all MODEL stores.

Reporting and Performance Management

• Monitor, analyse, and report on key performance indicators (KPIs), customer experience metrics, quality standards, and OL Persona alignment.
• Provide regular reports and strategic recommendations to the Managing Director to support informed decision-making and continuous improvement.

Leadership and People Management

• Build, lead, and inspire high-performing teams across MODEL stores by setting clear expectations, fostering collaboration, and driving accountability.
• Mentor, coach, and develop team members, identifying opportunities for skills enhancement, succession planning, and career growth.
• Foster a culture of accountability, innovation, diversity, inclusion, and continuous improvement throughout the organisation.

 O&L - a Great Place to Work.

Applicants meeting our requirements are invited to apply. O&L Group of Companies is an Equal Opportunity Employer.

    "This position is subject to a pre-employment screening and vetting process, and by applying for this position, applicants acknowledge that they are aware that the Company reserves the right to carry out screening and pre-employment vetting for all shortlisted applicants. Certificate of Conduct issued by the Namibian Police (not older than 6 months) may be required from all shortlisted applicants."

Requisition ID: 5931