Customer Experience Manager

**Our Team**

Mighty Jaxx is a unique future culture company that creates quality products across multiple categories such as art collectibles and lifestyle items, bridging the physical & digital world by powering it with technology. Since our inception in 2012, we have produced over 1,000 designs in collaboration with world-renowned artists and global entertainment brands like Hasbro, Sesame Workshop, Toei Animation and Warner Bros, delivering 5 million units of tech enabled collectibles to collectors in over 60 countries in 2020 alone.

We are proud to be an equal opportunity employer with a diverse, inclusive work environment and encourage our employees to bring their true fun-loving and high-energy selves to the workplace. With big, vibrant dreams and a culture of high performance in our workplace, you will always be engaged, empowered and feel positively challenged.

At Mighty Jaxx, we always extend our full support to the team to help them reach their full potential personally and professionally. If you love keeping up with the latest trends across different sub-cultures, love technology and are ready to embrace your creativity, we love to have you join us in creating the most unique experiences, products and content for our collectors

**The Job**

**Responsibilities**
- Work with multiple business units and stakeholders to lead and execute cross-department customer experience projects/initiatives.
- Investigate and perform ethnographic research and contextual design investigations to understand customer behaviours, pain points, needs and aspirations.
- Bring customer research and insights to life through personas, customer journeys, insight-opportunity frameworks, system maps, scenarios planning and ideation workshops.
- Plan, facilitate and conduct brainstorming and ideation workshops with business users and other relevant stakeholders using the insights/research for co-creation of ideas.
- Mentor Customer Service Executive & Junior Customer Service Executive, guide the team in execution of customer service related matters, as well as show them how to own and drive development, problem-solve and communicate effectively.
- Mentor team performance and set team’s Key Performance Indicators (KPIs).
- Develop and implement service excellent requirements including but not limited to setting KPIs, processes, standard operating procedure, crisis management, internal and external communication etc.
- Ensures all customers complaints are handled well, upholding and improving Mighty Jaxx's brand reputation/image. Make sure that all customers’ complaints are resolved in timely & satisfactory manner.
- Synthesize findings, outcomes from ideation workshops, and converge them to a set of tangible offerings, in partnership with product/business owners. Align objectives with all stakeholders on a timely basis.
- Work with internal and external partners to execute special projects assigned and advise in the area of service experience and customer journey.
- Support any other projects and initiatives from a customer’s point of view.
- To assist Head of Departments, C-levels whenever necessary.

**Requirements**:

- Minimum 5-6 years of experience in Customer Service processes, framework, planning and implementation
- Minimum Diploma/Degree in any field or its equivalent
- Possess domain knowledge in Business/Marketing/E-commerce and/or Services/Operations preferred
- Possess creative thinking and high level of problem-solving skills and advisory to management in respect of customer service excellence related matters.
- Is an excellent team player. Has strong organisational and follow-up skills as well as the ability to work independently
- Good interpersonal skills and able to coach and mentor teammates
- Able to draft clear and concise written communication
- Ability to develop business-oriented results with appropriate level of detail and keep the right people informed
- Proficient in preparing presentation materials and reports
- Demonstrate decision-making latitude
- Must be IT-savvy
- Is detailed-oriented with strong analytical skills
- Able to multitask and perform well under pressure
- Experience in project management preferred but not necessary
- Knowledge of Zendesk software is a plus point

**Job Types**: Full-time, Permanent

**Salary**: $5,500.00 - $7,500.00 per month

**Benefits**:

- Additional leave
- Dental insurance
- Employee discount
- Health insurance
- Professional development
- Work from home

Schedule:

- Monday to Friday

Supplemental Pay:

- Performance bonus

**Experience**:

- Customer service: 5 years (preferred)

License/Certification:

- Work Pass/Singapore Citizenship (preferred)