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