Customer Experience Strategist

3 days ago

Singapore Flintex Consulting Pte Ltd Full time

Flintex Consulting Pte Ltd is seeking a highly skilled CUSTOMER EXPERIENCE STRATEGIST to lead our inside sales function. This role will involve steering strategic planning processes to secure exceptional customer experiences for all clients.

The successful candidate will oversee the inside sales team in our Singapore office, providing crucial support to marketing, sales, and service functions. This position entails coordinating, planning, and supervising a company's Inside Sales team to ensure optimized interaction between the organization and its customers, driving the team towards achieving Departmental KPIs and goals.

This role is part of the Sales Department and reports directly to the Country Sales Manager, who oversees operations from our Singapore location. Key tasks include leading and managing the inside sales function within the Sales Center, coaching and mentoring Inside Sales Engineers, ensuring alignment with group strategy, implementing and communicating strategic plans, and driving Customer Experience Management (CXM) initiatives.

In this dynamic role, you will work closely with various stakeholders to provide valuable insights, tools, methods, and training for the team to become truly customer-centric. Your focus will be on developing and implementing strategies that enhance customer relationships, dedication, and satisfaction. Additionally, you will establish effective communication channels for customers to reach out to us easily and efficiently.

You will collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience. Collaboration with Sales/Marketing departments will be essential in analyzing customer feedback and developing activities/events to improve customer experience. Working closely with Corporate Teams (HQ), you will conduct surveys to gather information on customer opinions regarding rendered services.

Your key responsibilities will include guiding and directing Inside Sales Engineers' activities to ensure positive reflections of the company during customer interactions. Mentoring these engineers to ensure compliance with set standards of courtesy and professionalism will also be an integral part of your role.

A strong understanding of processes for costings, quotations, and proposals using CEP/SAP systems will be beneficial. You will provide guidance to the team on technical advisory, project proposals follow-up, negotiations, closing project orders, and customer liaison.

To succeed in this position, you will require a degree in Engineering or related studies (Electrical, Chemical, Mechanical, or Process). Relevant work experience in MNCs and similar industries will be advantageous. At least 3 years of relevant management experience and a proven track record of managing and leading teams in dynamic environments are essential.

Familiarity with products and industries, as well as knowledge of SAP and Salesforce, will be considered a plus. Strong analytical and strategic thinking skills, good communication, presentation, and interpersonal skills, ability to work independently and in teams, and continuous learning capabilities are highly valued.

We seek a talented professional with strong leadership skills and a passion for delivering exceptional customer experiences. If you have what it takes to drive our inside sales function forward, we encourage you to apply for this exciting opportunity with Flintex Consulting Pte Ltd.

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