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Customer Experience
2 weeks ago
Construct Digital is an independent digital agency on a mission to maximize brand health and business outcomes for our clients. We're a team of digital natives—creatives, strategists, engineers, and innovators—obsessed with the numbers behind great marketing. With a regional presence across Southeast Asia, we partner with forward-thinking brands, offering services in strategy & data, creative & content, marketing & media, and technology & development. Our clients include prominent organizations such as IMDA, J.P. Morgan, National University of Singapore, Prudential and various government agencies.
Your Role:The Customer Experience (CX) Director will play a pivotal role in growing our Customer Experience (CX) business through the sale and delivery of CX services powered by Salesforce, Sitecore, and Sitefinity. This role will lead the strategy, training, and implementation of CX solutions for clients, demonstrating how these platforms can transform client engagement, retention, and digital experiences. The CX Director will work closely with our UX, Technology, and Strategic Planning teams to identify client needs, craft tailored CX solutions, and drive client satisfaction and revenue growth.
Key Responsibilities:Business Growth
- Develop and execute strategies to achieve an additional $1 million in annual revenue
- Expand our CX offerings in Salesforce, Sitecore, and Sitefinity
- Identify and pursue new business opportunities in building customer's digital touchpoints and web development
- Build and nurture relationships with key clients for ongoing and future projects
Strategic Planning
- Formulate strategies to build a competitive edge around our services
- Lead cross-training of the development team for CX platforms
- Optimize processes to improve project turnaround, efficiency, and quality
- Drive innovation to meet evolving client needs and market demands
Team Leadership
- Grow and manage a high-performing team of developers and technical project managers
- Set clear revenue and performance goals aligned with business objectives
- Mentor team members, fostering a culture of excellence and continuous improvement
Partnership Development
- Develop and execute strategies to strengthen relationships with Salesforce, Sitefinity and Sitecore
- Lead initiatives to achieve and maintain team certifications in Salesforce, Sitefinity and Sitecore platforms
- Leverage partnerships for co-marketing and joint ventures to open new revenue channels and access to new opportunities
Client Relationship Management
- Enhance customer experience to boost client satisfaction and retention
- Act as the primary liaison for key clients, providing tailored CX solutions
- Implement feedback mechanisms to continuously improve service quality
Financial Management
- Monitor project budgets to meet financial targets and provide regular reporting on revenue performance
- Manage resources to maximize profitability while maintaining quality standards
- Experience & Expertise: Over 8 years in digital strategy, customer experience, or client services, with specific expertise in web development and digital platforms like Salesforce CRM, Sitecore, and Sitefinity. At least 3 years in a leadership role within a digital agency, focused on business growth, client acquisition and partnerships
- Revenue Generation: Demonstrated success in driving revenue growth, consistently achieving or exceeding $1 million targets through effective sales and implementation of CRM and Digital Experience Platform (DXP) solutions
- Technical Proficiency: Strong technical foundation, particularly in .NET development (Sitefinity and Sitecore) and in-depth knowledge of Salesforce for customer relationship management is highly desirable
- Leadership & Collaboration: Proven abilities in strategic planning, team management, and cross-functional collaboration to deliver solutions. Experience aligning sales, technical, and client-facing teams for optimal project outcomes
- Communication & Presentation: Exceptional communication, negotiation, and presentation skills, adept at conveying complex solutions to both technical and executive-level audiences
- Personal Attributes: Analytical, detail-oriented, and committed to fostering a culture of ownership and integrity. Self-driven, with a passion for continuous learning and innovation
- Impactful Mission : Contribute to maximizing brand health and business outcomes
- Supportive Team : Join a passionate team that values growth and has your back
- Work-Life Balance : Enjoy a better balance that other agencies talk about
- Professional Growth : Opportunities for personal development and becoming a leader in the industry
- Competitive Compensation : Competitive salary with performance-based bonuses
