Customer Experience Director

3 days ago

Singapore SOURCEO PTE. LTD. Full time

**_This Director (Customer Experience) opportunity is a broad and diverse job opportunity in one of Singapore’s most exciting robotics startup businesses. The role is responsible for all client facing, commercial interactions. Such interactions cover Marketing, Sales and Customer Success/Account Management. _**

**Responsibilities
**Sales**:

- Responsible for the development and execution of an end to end sales cycle, across new client acquisition.
- Prospecting and qualification of prospects
- Lead generation and qualification of leads
- Buyer conversion on a monthly and quarterly basis
- Conduct pre sales activities based on recommended strategies
- Client acquisition will be targeted in line with business objectives.

**Marketing**:

- Responsible for the development of marketing collateral and website content in order to grow the business’s digital presence
- Continuous improvement of the company’s digital marketing strategy
- Utilise marketing strategies to ultimately drive growth of leads and sales revenue
- Development of inbound marketing campaigns
- Development of marketing collaterals and materials

**Customer Success & Account Management**:

- Set the overall vision and strategic plan for the Account Management function, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
- Reduce churn and drive new business growth through greater advocacy and reference ability
- Define and optimise customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
- Expand our revenue in accounts through new sales and up-sell opportunities
- Reduce churn and drive new business growth through greater advocacy and referenceability
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate**Requirements**:

- Clear experience and achievements across Sales, Marketing & Account Management
- Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
- Proven ability to develop strategies, translate them into initiatives and track successful delivery, especially when concerned with marketing strategy.
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Able to collaborate across the organisation and with external stakeholders
- Experience successfully working with senior (C-level) executives
- Holds strong operational skills that will drive organisational efficiencies and customer satisfaction
- Team Management Experience
- Have experience working in an MNC

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