Manager Customer Experience

About the job Manager Customer Experience

Tasks:

• Drive the regional strategyand ensure cross-functional integration, management, and planning for abest-in-class Customer Experience across the customer journey,maximizing customer excitement at each individual touch point.
• Manageand develop the Customer Experience function to enhance performance bysetting clear KPIs and measuring against these on a regular basis toensure continuous improvement.
• Work effectively with all peersand teams in Marketing, Business Development, New Business Fields,Sales, and After sales along the value chain to negotiate and influenceimprovements in the Customer Experience.
• Define and support multichannel programs designed to convert, retain, and grow existing and new strategic customer groups.
• Establishand maintain efficient and effective customer service processes acrosschannels to ensure any concerns are addressed and resolved in a timelyand appropriate manner
• Review industry best practices and usecustomer insights and analytics to identify organization-wideimprovement opportunities and present these to management.

Requirements

• Bachelors or Masters degree in business administration, management studies, or other relevant degrees
• Very well-established project management and data analytical skills, and aptitude for technology and systems
• Highly motivated team player with excellent communication and interpersonal skills
• Fluency in written and spoken English as a minimum; additional, regional language skills advantageous
• Willingness to work in a multicultural environment and to travel within the Asia Pacific region and Europe

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Tagged as: Data Analysis, Project Management