Customer Experience Manager

2 weeks ago

Singapore Hegen Pte Ltd Full time

Hegen is a fast-growing company specialising in mother and baby products and with a mission to enhance the breastfeeding journey and help ease the transition into parenthood with meaningful products and services. As one of the top 10 fastest growing companies in Singapore, Hegen takes pride in creating innovative and practical solutions for time-strapped parents.

**THE ROLE** - Customer Experience Manager

Hegen offers customer-centric leader the opportunity to design, enhance and manage the Customer Experience journey at Hegen by leading the Customer Service & Experience team to strengthen our customer touchpoints. If you believe that customer experience can be develop from a strategic perspective, you will find joy and success in this role by demonstrating your customer relationship management skills and strategic understanding of customer experience.
**- Develop strategies to cultivate and deepen relationships with Hegen customers by finding new and creative ways to drive meaningful experience for customers
- Create the customer journeys roadmaps and manage each touchpoints, to enable customers to be educated, supported and equipped with the necessary resources
- Act as the voice of your customers and champion their needs by gathering feedback and listening for insights to develop strategies to serve them better
- Works closely with internal stakeholders, such as Marketing Department, to create engaging contents to engage customers better
- Lead the implementation of the Customer Relationship Management (CRM) system and propose implementation of innovative digital tools to enhance the customer’s digital experience
- Support the R&D department in the conducting of Home User Trials, Focus Groups and other key initiatives to understand customers better
- Keep abreast of developments in customer experience and industry best practices

**Requirements**:

- At least 3 to 5 years’ experience in customer strategy and relationship management role, equipped with managerial experience
- Experience in fast-paced startups, digital marketing, digital sales or FMCG will be advantageous
- Technologically savvy with ZenDesk and other digital tools
- Experience in the implementation and/or management of CRM software
- Strong analysis skills, ability to synthesize data to improve the customer experience
- Strong communication skills (oral & written), persuasion and negotiation skills
- Passionate to work for a homegrown brand and believe in the brand’s purpose of celebrating the parenthood journey

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