Customer Experience Manager

JOB PURPOSES:
The job holder is responsible for building the whole ecosystem and value chain to comprehend the customer’s pain points, expectations, motivations as well as behaviors, continually collect their feedback by using varied methods of survey and recommending suitable solutions to ensure the consistent clients satisfaction. 
In addition, this incumbent is expected to yield further innovative ideas fulfilling the clients experience along their journey through some enablers relating to structure, informal together with formal policies, technology and platforms.  
The Customer Experiences Manager is well-regarded as the pivotal member to vitally contribute to the growing customer retention rate and consequently, the reducing customer lost ratio for a sustainable business. 

PRINCIPAL ACCOUNTABILITIES:

Finance: 

• Optimise the budget to wisely use in an effective way

Function: 

• Understand the ever-changing clients covering their insights, expectations, and behaviors. 

• Design the ecological process that regularly capture the ever-changing clients’ feedback, requirements, behaviors and expectations towards services. 

• Set up the feedback collection system and also conduct periodic survey for more deeper knowledge about clients 

• Identify their journey and the critical touchpoints which can heavily impact on the clients’ experiences. 

• Use the technology/ tool/ platform as the enablers to optimize their experiences and to collect their service feedback. 

• Innovate and suggest more activities to enhance the users’ experiences for their fulfillment. 

• Collaborate with IT and vendor(s) to gather data, process them and propose the appropriate solutions. 

• Team up with Business Units to develop the improvement actions, implement them and monitor the process.  

• Partner with Marketing Department and Sales to continually communicate with users about the feedback, company solutions and also future activities 

• Together with corporate, HR, BD and other BU to build up the culture which experience is the central truths and cultivate that culture for companies development.

Learning & Growth: 

• Participate in the both national and regional seminars/events for updating knowledge and self improvements.

Major challenges:

• Ensure the evolving process to keep pace with the ermering challenges and requirements over the time 

• Get both internal and external stakeholders deeply engaged as an inevitable function 

Education: 

• Bachelor’s degree in Marketing or Business Administration.

Experience: 

• 07+ years of experience in customer journeys, customer feedback and customer excellence 

• Experience with a company in service industry is a plus 

• Extensive experience of customer journey, customer touchpoints and customer survey. 

• A strong understanding of customer, types of surveys  

• Good communication in English