Sonia T

Customer Experience and Customer Success leader with 18+ years of experience driving enterprise CX strategy, retention, and service transformation across retail, hospitality, and service operations. Proven ability to translate Voice of Customer (VOC) insights into scalable CX and Customer Success strategies that improve NPS, retention, customer lifetime value, and engagement. Experienced in aligning customer journey mapping, operational excellence frameworks, and frontline execution to deliver measurable business outcomes.

Known for building customer-centric cultures, influencing cross-functional stakeholders, and leveraging platforms such as Salesforce, Medallia, and Power BI to drive data-led decisions and continuous improvement.

Assistant Store Director – Customer Experience at Saks OFF 5TH (2024-08 – Present)

Own and lead end-to-end customer experience strategy for a high-volume luxury retail environment, with accountability for customer satisfaction, retention, and service performance.

• Drove CX strategy execution aligned with company's goals, reducing customer complaints & escalations by 55% through Voice of Customer (VOC) analysis and targeted experience improvements.
• Partner cross-functionally with Operations, coaching, HR, and leadership to align service delivery with brand standards and business objectives. Improved employee retention by 30% through targeted engagement and recognition programs.
• Strengthen service recovery frameworks to improve customer retention and loyalty outcomes. Utilize Power BI dashboards and CX metrics (NPS 97%, employee engagement 89%) to monitor performance and inform strategic decisions.
• Led cross-functional CX initiative end-to-end, including roadmap development, execution, stakeholder alignment, and performance tracking.

Manager, Business Administration at Macy's (Florida) (2022-10 – 2024-08)

Led CX performance, workforce strategy, and operational execution for a large-format retail store, directly impacting customer satisfaction and employee engagement.

• Delivered 98% culture pulse survey (CPS) by identifying root cause and implementing targeted coaching and operational improvements.
• Reduced employee attrition and increased engagement (45%) through targeted recognition and development programs. Implemented performance management frameworks aligned with CX KPIs and business outcomes.
• Supported CX transformation by aligning frontline behaviors with customer expectations and brand standards. Optimized workforce planning and hiring strategies to ensure consistent customer experience delivery.

Key Account Manager at G4S Secure Solutions (India) (2019-05 – 2022-08)

Managed enterprise client portfolio ($17M revenue) with focus on retention, service delivery, and long-term account growth. Increased client retention through proactive engagement, service optimization, and performance tracking. Identified expansion opportunities, contributing to revenue growth and account stability. Built strong executive relationships across 187 sites, aligning service delivery with contractual SLAs and expectations

Guest Relations Manager at Marriott International (JW Marriott & Renaissance Hotels) (2011-11 – 2019-04)

Led guest experience strategy and VIP services for luxury hospitality environments, managing high-performing frontline teams. Owned customer journey for elite/VIP guests, improving satisfaction, loyalty, and brand advocacy. Consistently high guest satisfaction scores and brand reputation metrics. Led and developed 25+ team members, driving high engagement and service excellence.

Doctorate in Business Administration (DBA) in Customer Experience – National Louis University, Florida

MBA in Finance & Marketing

Postgraduate Diploma in Tourism & Hospitality

Bachelor's in Bio Science