1. Customer Experience Strategy & Planning
•	Develop and implement customer and tenant experience strategies aligned with the company’s brand and property positioning.
•	Conduct experience journey mapping for key touchpoints within retail and lifestyle properties.
•	Propose improvement initiatives to enhance customer engagement, satisfaction, and loyalty.
2. Service Standard Development
•	Design and review service standards, guidelines, and SOPs for frontline and operational teams.
•	Benchmark service standards with leading retail and lifestyle destinations (both local and international).
•	Coordinate with relevant departments (Operations, Leasing, Marketing, Property Management) to ensure consistent service delivery.
3. Experience Measurement & Continuous Improvement
•	Develop customer satisfaction and experience measurement tools (e.g. CES, CSAT, NPS).
•	Analyze customer insights, feedback, and complaints to identify improvement opportunities.
•	Prepare reports and dashboards to track performance and present findings to management.
4. Support Strategic & Commercial Initiatives
•	Assist in planning and executing experience-driven campaigns, events, and collaborations.
•	Support Head of Commercial Retail Property in property audits, brand alignment, and new project planning.
•	Key Performance Indicators (KPIs)
•	Customer Satisfaction (CSAT / NPS) improvement year-on-year
•	Implementation rate of new service standards and SOPs
•	Completion of experience enhancement initiatives within timeline and budget
•	Cross-department collaboration and stakeholder satisfaction