Customer Experience Manager

6 days ago

Singapore TELE-CENTRE SERVICES PTE LTD Full time

We are seeking for a Customer Experience Manager to boost our CX initiatives, shaping the experience and overall satisfaction for our clients. Work with stakeholders, develop processes, and improve service delivery. If you're passionate about creating great experiences, join us

**Responsibilities**:
**CX Initiatives**
- Liaise with relevant stakeholders on a series of CX improvement initiatives and subsequent deployments across various touchpoints
- Develop processes for CX implementation e.g. metrics reporting, service principles implementation
- Assist with the development and implementation of new and/or improved service delivery channels/ initiatives
- Assist in distilling learnings from the various insights reports and prototyping projects for the development of CX strategy, vision, framework and service principles
- Assist to track performance trends and monitor effectiveness of various CX-related interventions, monitor service level standards and to highlight areas that require resolutions (both in the short-term and long-term)
- Assist in tracking the implementation of the CX roadmap and propose areas that may require revisions

**CX Training/ Recognition**
- Work with internal stakeholders on the planning of the different types of CX training/ learning for various groups of staff, leaders and vendors
- Assist in the curriculum development of the different types of training programmes for staff, vendors and partners
- Perform periodic reviews of the training contents for the various types of training and assist to recommend revisions wherever necessary
- Monitor and identify best practices for internal learnings on CX and plan learning sessions to cross-share best practices
- Assist in establishing and monitoring of rewards and recognition programmes for CX efforts and achievements

**CX Data-Driven Initiatives**
- Work with IT Team on the integration of CX-related data sources and development of the dashboards for CX metrics monitoring by management and staff
- Coordinate and consolidate reports of customer experience across various touchpoints, and service metrics from omnichannel data points
- Conduct regular review of metrics to ensure they are relevant as business operations evolve, and metrics are captured at key 'Moments of Truth’ for identified customer segments
- Track performance trends and monitor effectiveness of various interventions, monitor service level standards, and promptly highlight areas that require resolution

**CX Forums, Administrative Duties & Others**
- Plan, coordinate and organise meetings with internal stakeholders on CX discussions
- Work closely with Business Development to ensure consistent positive brand experience across various touchpoints
- Organise client appreciation events to engage and foster stronger relationship with Client
- Perform administrative duties e.g. procurement, budget utilisation tracking, logistics arrangements, finance related processing
- Assist and support in any other CXSE initiatives, when needed

**Job Qualifications**:

- At least a Degree in Business Administration or in a related field with minimum three (3) years of experience in Contact Centre industry
- Experience in customer experience related projects or service journey mapping or data analysis work would be an added advantage
- Sound knowledge in contact centre operations, telephony/IT systems and contractual terms
- Proficient in Microsoft tools and preparing of management reports

  • Customer Experience Manager

    2 days ago

    Singapore beBeeCustomerExperience Full time $80,000 - $120,000

    Customer Experience ManagerWe are seeking a dedicated individual to join our team as a Customer Experience Manager. In this role, you will be instrumental in championing customer-focused strategies and overseeing the design, execution, and management of the Net Promoter Score (NPS) program.About the RoleThe Customer Experience Manager will be responsible for...

  • Customer Experience Manager

    2 days ago

    Singapore SG MEDICAL PTE. LTD. Full time

    We are a medical company with strong product lines (medical equipment) homecare therapeutic area. Due to rapid expansion, we are looking for independent and diligent individuals to join our team. We serve with distinction and provide comprehensive healthcare needs to our partners. As a total solutions partner, our goal is to provide our customers with the...

  • Customer Experience Manager

    6 hours ago

    Singapore beBeeCustomerService Full time $50,000 - $75,000

    Customer Service Leadership RoleThis is a role that requires a customer service enthusiast who can lead and mentor team members to deliver exceptional customer experience.Our ideal candidate should be able to manage and coach team members, design procedures for best user experience, resolve customer complaints professionally, maintain customer records and...

  • Customer Experience Manager

    3 days ago

    Singapore PRISM+ Full time

    Key Responsibilities: - Customer Service Process Design: - Assess, design, and optimize customer service processes to enhance efficiency and customer satisfaction. - Implement best practices and workflows to streamline customer interactions. - Lead process improvement initiatives to reduce response times and enhance the customer journey. - Difficult...

  • Customer Experience Manager

    3 days ago

    Singapore PRISM Full time

    **Description**: Key Responsibilities: - Customer Service Process Design: - Assess, design, and optimize customer service processes to enhance efficiency and customer satisfaction. - Implement best practices and workflows to streamline customer interactions. - Lead process improvement initiatives to reduce response times and enhance the customer journey. -...

  • Manager, Customer Experience

    3 days ago

    Singapore Singtel Full time

    Join to apply for the Manager, Customer Experience role at Singtel Be a Part of Something BIG At Singtel, our customers are central to our business. Gaining insight into their needs, motivations, and how we can better serve them is essential to shaping our business strategy. Customer experience remains a fundamental element of this approach. We are seeking...

  • Manager, Customer Experience

    4 days ago

    Singapore INCOME INSURANCE LIMITED Full time

    Create optimised and seamless customer experiences across O2O2O (online - offline - online) spanning a multitude of touch points across Income and user experience documentation that includes user personas, user flows, wireframes and site maps - Lead and/or contribute towards CX Strategies / Blueprint design with partner agency(ies) for respective streams...

  • Manager Customer Experience

    2 weeks ago

    Singapore Porsche Asia Pacific Full time

    **Tasks**: - Drive the regional strategy and ensure cross-functional integration, management, and planning for a best-in-class Customer Experience across the customer journey, maximizing customer excitement at each individual touchpoint. - Manage and develop the Customer Experience function to enhance performance by setting clear KPIs and measuring against...

  • Manager, Customer Experience

    3 days ago

    Singapore Singtel Group Full time

    Select how often (in days) to receive an alert: At Singtel, our customers are central to our business. Gaining insight into their needs, motivations, and how we can better serve them is essential to shaping our business strategy. Customer experience remains a fundamental element of this approach. We are seeking someone who is passionate about customer...

  • Customer Experience Manager

    4 days ago

    Singapore beBeeCustomerService Full time $4,500 - $8,500

    Job Title: Customer Experience ManagerWe are seeking a Customer Experience Manager to oversee the delivery of exceptional customer experiences across our organization. The successful candidate will be responsible for managing, mentoring, and coaching team members to achieve quality and productivity.Key Responsibilities:Develop and implement procedures to...