Customer Experience Lead

2 weeks ago

Singapore CPR Vision Management Pte Ltd Full time

**The opportunity**:
The Customer Experience Lead is responsible for developing and implementing strategies to help drive customer-centricity across our client’s organization, elevating customer satisfaction, driving customer engagement and increasing loyalty. You will represent the voice of the customer & identify client solution requirements, whilst aligning with our client’s overarching business goals. Bring your experience and ideas and be a part of creating success

**Responsibilities & Accountabilities**:

- Collaborate to develop and execute strategic programs, channels and marketing plans in support of business strategy, and deliver key metrics for our clients.
- Be a trusted advisor and contribute to the planning process by helping to shape the strategies and tactics with our client. Work with cross-functional teams (marketing, products, channels, and technology) to deliver customer-centric value propositions, programs and engagement journeys.
- Track customer experiences across online and offline channels, devices, and touch points of a customer journey.
- Develop an understanding of our clients’ customer segments and behaviours and help drive actions across digital & offline channels to support customer acquisition, engagement and retention.
- Leverage tools such as analytics dashboards to derive actionable insights & recommendations from qualitative and quantitative customer data. Support to create an action plan based on identified needs and opportunities and help drive the plan into quantifiable results.
- Continually review and improve our client’s return on investment (ROI) by making sure our clients understand and optimise their technology solution(s) to derive its maximum value.
- Lead recurring client meetings and reviews, including QBR’s.
- Identify customer needs and take proactive steps to maintain positive experiences.

**You are the perfect fit if you have the following**:

- 5+ years of relevant working experience in Marketing, Business Consulting or Customer Success Management.
- Ability to think strategically and operationally - excellent business judgment & strategic mindset with the capacity to help build executional plans.
- Experience in digital marketing and marketing technology - ability to effectively optimise marketing campaigns & digital initiatives by analysing performance and recommending adjustments to key performance drivers.
- Experience and knowledge of customer lifecycle / buyer journeys and critical solutions.
- Demonstrated ability to work effectively across business teams to deliver business results.
- Excellent interpersonal and communication skills - written and verbal.
- Degree qualified in marketing or similar and have a passion to work in a high growth industry.
- Enegetic, self-motivated, with a strong propensity to succeed.

**What is in it for you ?**:

- Your growth & development is our #1 priority
- Competitive benefits, performance bonus
- Flexibility, Learning, Support, Dynamic, Fun work culture
- Skills Development, Learning and Mentorship
- Fantastic opportunities to develop your career across a variety clients
- Opportunities to for career development & exciting client portfolio and products to work on

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