Executive - Owner`s Office (Operations & Customer Experience)

Job Description

Title: Executive - Owner`s Office (Operations & Customer Experience)

Company Name: Witch House

Vacancy: --

Age: At least 22 years

Job Location: Anywhere in Bangladesh

Salary: Tk. 35000 - 45000 (Monthly)

Experience:

• 2 to 5 years

• 2 to 5 years

• Age At least 22 years

What We Are Looking For

• 2–5 years of experience in Operations, Customer Experience, Customer Service, Hospitality, Retail, Beauty/Salon or a similar customer-facing business.
• Excellent communication skills in English.
• Strong personality with good leadership and people-management skills.
• Smart, presentable and professional.
• Strong follow-up and problem-solving ability.
• Good knowledge of Facebook, Instagram, Website and digital communication.
• Comfortable with Excel/Google Sheets and reporting.
• Highly organized, responsible and detail-oriented.
• Must have a strong sense of ownership and ability to work under pressure.
• Experience in VOC, CRM or customer complaint management will be an advantage.

Executive - Owner's Office (Operations & Customer Experience)

Witch House (Female only, Beauty salon)!is looking for a smart, proactive and highly responsible professional to work directly with the Owner and support the day-to-day operation, customer experience, digital presence and business follow-up.

This is not a traditional Personal Assistant or Social Media Executive role.

We are looking for someone who can become the Owner’s operational right hand—someone who understands the business, identifies problems, follows up with the team and ensures that things are actually getting done.

Location: Witch House, Dhaka

Key Responsibilities

Owner’s Office & Business Support

• Work closely with the Owner during office hours and support daily business operations.
• Follow up on the Owner’s instructions and ensure timely execution.
• Prepare daily/weekly business updates and operational reports.
• Coordinate with different teams and ensure proper follow-up.
• Identify operational issues and bring them to the Owner’s attention with possible solutions.

Operations Management

• Monitor daily salon operations and ensure smooth customer flow.
• Monitor staff attendance, grooming, discipline and performance.
• Ensure service standards and operational procedures are properly maintained.
• Monitor product/service availability and coordinate requirements.
• Follow up on pending operational issues until closure.

Customer Experience & VOC

• Collect and analyze customer feedback regularly.
• Handle and follow up on customer complaints.
• Identify the root causes of recurring complaints.
• Monitor customer satisfaction and suggest improvements.
• Maintain a proper Voice of Customer (VOC) report.
• Work to improve customer retention and repeat visits.

Digital & Social Media

• Monitor and maintain Witch House’s Facebook, Instagram and Website.
• Coordinate content, Reels, Stories, offers and campaigns.
• Ensure customer messages and inquiries receive timely responses.
• Monitor online reviews and brand reputation.
• Identify opportunities to improve Witch House’s digital presence.

Business Monitoring

• Monitor daily sales, customer count, appointments and repeat customers.
• Prepare simple MIS/Excel reports for management.
• Track important KPIs and highlight gaps.
• Support promotional campaigns and business growth initiatives.

The Right Person Will Be

Proactive — Responsible — Smart — Organized — Solution-Oriented — Customer-Focused

We are looking for someone who does not wait for instructions for every small task, but can see a problem, take ownership and make sure it gets solved.

Key Performance Indicators (KPI)

• Daily operational efficiency
• Customer Satisfaction (CSAT)
• Complaint resolution & closure
• VOC reporting and improvement actions
• Repeat customer & retention rate
• Staff follow-up & discipline
• Service quality audit
• Digital response & engagement
• Daily/weekly reporting accuracy
• Execution of Owner’s assigned priorities

Salary will be based on experience, capability and suitability. Performance-based incentive may be provided based on KPI achievement.