Manager Customer Experience
1 week ago
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 touch point. - Manage
and develop the Customer Experience function to enhance performance by
setting clear KPIs and measuring against these on a regular basis to
ensure continuous improvement. - Work effectively with all peers
and teams in Marketing, Business Development, New Business Fields,
Sales, and After sales along the value chain to negotiate and influence
improvements in the Customer Experience. - Define and support multichannel programs designed to convert, retain, and grow existing and new strategic customer groups.
- Establish
and maintain efficient and effective customer service processes across
channels to ensure any concerns are addressed and resolved in a timely
and appropriate manner - Review industry best practices and use
customer insights and analytics to identify organization-wide
improvement opportunities and present these to management.
Requirements
- Bachelors or Masters degree in business administration, management studies, or other relevant degrees
- Very well-established project management and data analytical skills, and aptitude for technology and systems
- Highly motivated team player with excellent communication and interpersonal skills
- Fluency in written and spoken English as a minimum; additional, regional language skills advantageous
- Willingness to work in a multicultural environment and to travel within the Asia Pacific region and Europe
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