Director (Customer Experience)

2 weeks ago


Singapore SOURCEO PTE. LTD. Full time

Responsibilities:

Sales:
Responsible for the development and execution of an end to end sales cycle, across new client acquisition.

  • Prospecting and qualification of prospects
  • Lead generation and qualification of leads
  • Buyer conversion on a monthly and quarterly basis
  • Conduct pre sales activities based on recommended strategies
  • Client acquisition will be targeted in line with business objectives.
  • Marketing: Responsible for the development of marketing collateral and website content in order to grow the business's digital presence
  • Continuous improvement of the company's digital marketing strategy
  • Utilise marketing strategies to ultimately drive growth of leads and sales revenue
  • Development of inbound marketing campaigns
  • Development of marketing collaterals and materials
  • Customer Success &

Account Management:

Set the overall vision and strategic plan for the Account Management function, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.


  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Define and optimise customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Expand our revenue in accounts through new sales and upsell opportunities
  • Reduce churn and drive new business growth through greater advocacy and referenceability
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Requirements:

  • Clear experience and achievements across Sales, Marketing & Account Management
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery, especially when concerned with marketing strategy.
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organisation and with external stakeholders
  • Experience successfully working with senior (Clevel) executives
  • Holds strong operational skills that will drive organisational efficiencies and customer satisfaction


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