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Customer Experience Program Lead

1 week ago

Singapore This Is An IT Support Group Full time
About the Company
This Is An IT Support Group is dedicated to delivering exceptional customer-centric experiences. Our team collaborates to identify and address sales blockers, improve sales performance, and provide actionable product feedback.
We ensure that the voice of the customer is at the heart of everything we do, driving meaningful outcomes for both our advertisers and our business.

About the Role
We are seeking a Customer Experience Program Manager to join the SMB Customer Experience team. As a key member of the team, you will be responsible for driving meaningful outcomes in customer satisfaction (CSAT) by working closely with stakeholders to identify and resolve operational blockers that impact the delivery of customer-centric experiences.
You will lead cross-functional efforts to improve customer satisfaction by driving outcomes with assigned business units, focusing on actionable insights that move CSAT in the right direction.
Identify and address operational blockers that prevent sales teams from delivering exceptional customer experiences, collaborating with stakeholders to close the gaps.
Manage a portfolio of projects that contribute to improved customer experience and sales performance, ensuring alignment with business objectives and CSAT goals.

Key Responsibilities:
  • Lead cross-functional efforts to improve customer satisfaction by driving outcomes with assigned business units.
  • Identify and address operational blockers that prevent sales teams from delivering exceptional customer experiences.
  • Manage a portfolio of projects that contribute to improved customer experience and sales performance.

Minimum Qualifications:
  • Bachelor's degree in Business, Marketing, Operations, or a related field.
  • 3+ years of experience in customer experience, sales operations, quality assurance, or project management roles.

Preferred Qualifications:
  • Experience in digital ad sales or a similar technology-driven sales environment.
  • Familiarity with customer experience tools, CRM systems, and data analysis platforms.