Regional Head of Customer Experience

3 weeks ago

Singapur, Singapore HELLMANN SINGAPORE PTE. LTD. Full time

Responsibilities

  • Customer Advocacy: Act as the voice of the customer internally, representing client needs and expectations across departments
  • Service Performance: Monitor and analyse agreed customer satisfaction KPIs then develop and implement action plans to improve service delivery
  • Process Improvement: Collaborate with cross-functional teams and work towards streamlining processes, reducing errors, and enhancing communication along the logistics chain
  • Leadership: Influence different parts of the organisation to set CX goals and coach performance
  • Client Engagement: Together with the sales organisation, build long-term relationships with a variety of customers through regular check-ins, performance reviews and proactive service improvements
  • Digital Experience: Work with technology teams to enhance customer portals, tracking systems and other digital interfaces that improve usability and transparency
  • Training and Development: Facilitate knowledge sharing workshops and coaching to uplift CX maturity across the organisation
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