
Assistant Manager, Post-purchase Experience
1 week ago
Position Summary
Role and Responsibilities
- Lead regional expansion of the Post-Purchase Experience programme for the B2B segment, working with various stakeholders including B2B product owners and marketing BUs at regional office as well as at the Subsidiary country level.
- Review and drive process efficiencies while proposing risk management guidelines for all subsidiaries in their implementation of Post-Purchase Experience programme.
- Design and update best practices in the regional playbook for the Post-Purchase Experience programme.
- Identify opportunities in the customer-servicing journey for customer retention for B2B customers, using data analytics to draw actionable insights from customer touchpoints such as dedicated call centres, Service Centres to in-home servicing.
- Drive Business Opportunities (BO) management through the recapturing of leads through customer service touchpoints.
- Lead process-redesign to onboard and engage existing B2B customers.
- Generate, propose and convince relevant stakeholders for customer retention initiatives
- Ability to look at systems and drive technical enhancements to improve work-processes, reporting and other related KPIs.
- Ability to understand and articulate advanced CS and commercial concepts to lead projects involving cross-functional teams to take post-purchase customer experience to the next level
- Ability to initiate and drive commercial projects while considering all stakeholders' requirements, lead projects from initiation to final deployment, and analyze results for continuous improvements.
Skills and Qualifications
- Min 3~5 years of diverse experiences in Customer Experience Management and Commercial roles. Commercial roles to have revenue-related metrics as part of KPIs.
- Passion for customer service
- Strong commercial acumen
- Strong leadership qualities and ability to adapt and lead cross-functional projects
- Ability to establish priorities, multi-task, work independently, communicate and collaborate effectively (online and offline)
- Strong ability in Excel and Powerpoint to assist with management reporting and insights generation from data sets
- #LI-SEAO #LI-MidSenior
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