 
						Executive / Senior Exec, Customer Experience
2 days ago
Job Responsibilities
- Assist in managing the CRM System project implementation, including upgrades, enhancements and process improvements. Ensure seamless integration across platforms, stakeholder alignment and timely delivery of project milestones.
- Support the planning and execution of the CRM System configuration and user testing. Gather feedback, troubleshoot issues and ensure system usability aligns with business needs.
- Oversee day-to-day administration of the CRM system, including user account management, performance monitoring and user trainings.
- Analyze customer feedback to identify trends, pain points, and opportunities for improvement. Collaborate with relevant teams to design and implement actionable improvements.
- Work closely with internal departments and external partners to optimize CRM functionality and enhance customer experience workflows across all touchpoints.
- Develop and maintain detailed process maps and documentation to support system enhancements, operational efficiency and stakeholder understanding.
- Support and contribute to other customer experience initiatives and projects as required.
Requirements
- Minimum Diploma with 3~5 years of experience in customer experience and relationship management in both B2B and B2C environments.
- Proficiency in using customer relationship management (CRM) system and digital tools as well as experience in implementing CRM projects.
- Good communication and interpersonal skills to effectively interact with all stakeholders.
- Strong analytical thinking and problem-solving abilities.
- Proficient in Microsoft Office Suite.
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