Customer Experience Executive
2 weeks ago
**Our Team**
Mighty Jaxx is the leading integrated future culture platform in Southeast Asia today. With
a mission to supercharge future culture phygitally, Mighty Jaxx’s integrated platform will
empower future pop culture brands with an end-to-end supply chain of digital and phygital
collectibles, including artist development and incubation, proprietary IP operation and
providing global consumers access to new D2C experiences.
Mighty Jaxx partners with the greatest creative talents in the world, as well as top global
brands such as Netflix, Formula 1, Hasbro, Toei Animation, Cartoon Network, Nickelodeon,
Warner Brothers, Adidas and many more to ship millions of phygital collectibles to over 90
countries worldwide.
We are proud to be an equal opportunity employer with a diverse, inclusive work
environment and encourage our employees to bring their authentic, fun-loving, and
high-energy selves to the workplace.
**The Job**
***
and behaviours in the organisation transversally. He/she must be passionate about
creating a positive customer experience, and a strong believer in the fact that positive
customer experience is critical to Mighty Jaxx’s success. This is a pivotal role for Mighty
Jaxx, and presents a unique opportunity for professional growth within the organisation.
**Responsibilities**
Facebook, Instagram, or other social media channels or platforms
- Collaborate with key internal stakeholders to promptly investigate issues and
respond to customers within specified timeframes
- Ensure compliance with service recovery protocols, and suggest improvements
- Oversee and optimise customer journey from the point of purchase to continued
- engagement, ensuring a seamless and positive experience- Implement strategies to enhance customer satisfaction scores and loyalty
- Lead initiatives relevant to Customer Experience (CX), with a focus on revenue
generation through online platforms and social media
- Act as a community manager for Mighty Jaxx’s social platforms: Discord, Instagram,
Facebook, TikTok, YouTube etc - to engage with customers, create hype for new
launches, and flag out upcoming launches
- Collaborate with internal e-Commerce, Marketing and Sales teams to identify
opportunities for upselling and cross-selling
- Develop and implement crisis management plans to address issues that may impact
the customer experience
- Work closely with cross-functional teams to ensure effective and timely resolution
during crisis situations
** Requirements**
- Proven track record of successfully implementing strategies that drive revenue
growth
- Familiarity with the consumer goods industry would be a bonus
- Proficient in leveraging online platforms and social media for revenue generation
- and customer engagement- Experience in planning and executing crisis management strategies
- Strong analytical skills to assess customer data and market trends
- Willingness to adapt to changing market dynamics and evolving responsibilities
- Understanding and appreciation of cultural differences, with the ability to tailor
- customer experience strategies for diverse markets- Knowledge of Zendesk software is a bonus
- Self-suffcient and proactive in providing recommendations to improve processes
- Ability to remain calm and make effective decisions during high-pressure situations
- Excellent verbal and written communication skills
- Ability to communicate effectively with internal teams and external partners
by our People team.
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